Highly Skilled Desktop Support Specialist

Role Summary:

We are seeking a highly skilled and experienced Desktop Support expert to join our team.

The ideal candidate will be the definitive source of knowledge for all end-user support operations, providing expert guidance, technical leadership, and strategic oversight.

This role involves resolving complex technical issues, mentoring junior staff, driving problem management, and ensuring global support efficiency.

• Key Responsibilities:
• Provide expert technical support and guidance to L1 and L2 technicians globally, assisting with complex cases and knowledge transfer.
• Diagnose and resolve intricate problems related to operating systems, desktop applications, peripheral devices, and remote access.
• Lead the problem management process, conducting in-depth root cause analysis to identify underlying causes of recurring incidents.
• Develop long-term solutions based on problem management analysis to prevent future issues and improve overall system stability.
• Collaborate with various IT teams to understand core technologies and formulate effective solutions.
• Manage the deskside support queue, ensuring ticket hygiene, proper categorization, and accurate documentation.
• Monitor the support queue to ensure all tickets adhere to established Service Level Agreements (SLAs).
• Perform regular quality checks to ensure that all support activities and ticket resolutions align with approved processes and client-specific requirements.
• Evaluate and optimize existing desktop support processes and workflows to enhance efficiency and end-user satisfaction.
• Communicate effectively and efficiently with cross-functional teams to understand their core technologies and facilitate problem resolution.
• Communicate complex technical concepts to non-technical end-users and senior management in a clear and concise manner.

Required Skills and Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience).
• Minimum of 8+ years of experience in a desktop support or IT support role, with at least 2-3 years in a senior or lead capacity.
• Deep expertise in a wide range of operating systems, including Windows, macOS, Android, and Linux.
• Proven experience in problem management and root cause analysis.
• Strong analytical skills with the ability to create meaningful reports and dashboards using tools like Power BI, Spreadsheet, PPT, or similar.
• Extensive knowledge of hardware components, drivers, and peripherals.
• Strong understanding of networking concepts and network troubleshooting.
• Proven experience with IT service management (ITSM) tools.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to work independently, manage multiple priorities, and provide mentorship in a global team environment.

Benefits:

This is an exceptional opportunity for a highly motivated and experienced individual to contribute to the success of our organization. As a Desktop Support expert, you will play a critical role in ensuring the highest level of support and service to our customers.

We offer a competitive salary, comprehensive benefits package, and opportunities for career growth and development.