Technician 3, Desktop Support

Company Description
At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we've been doing just that. Our technology helped people put a man on the moon.

We are a key partner to some of the largest and highest growth organizations in the world. From energizing the most competitive gaming platforms, to enabling systems to make cities safer and cars smarter and more connected, to powering the data centers behind many of the world's biggest companies and public cloud, Western Digital is fueling a brighter, smarter future.

Binge-watch any shows, use social media or shop online lately? You'll find Western Digital supporting the storage infrastructure behind many of these platforms. And, that flash memory card that captures and preserves your most precious moments? That's us, too.

We offer an expansive portfolio of technologies, storage devices and platforms for business and consumers alike. Our data-centric solutions are comprised of the Western Digital, G-Technology, SanDisk and WD brands.

Today's exceptional challenges require your unique skills. It's You & Western Digital. Together, we're the next BIG thing in data.

Job Description

• Asset Management (Primary Focus):
• Maintain accurate and up-to-date records of all IT assets (hardware, software, peripherals, licenses).
• Track the full asset lifecycle – from procurement to deployment, maintenance, and disposal.
• Conduct regular physical and digital asset audits and reconciliations.
• Ensure all assets are properly tagged, labeled, and inventoried.
• Collaborate with Finance, Procurement, and IT teams for budgeting, compliance, and purchasing.
• Update and manage records in the asset management tool (e.g., ServiceNow).
• Ensure Just-In-Time inventory support for the region.
• Desktop Support:
• Provide Level 1 and Level 2 IT support for internal users (hardware, software, peripherals, and connectivity issues).
• Support via walk-in, remote tools, email, chat, or ticketing system (ServiceNow).
• Install and configure desktops, laptops, printers, scanners, mobile devices, and related peripherals.
• Troubleshoot and resolve common issues: internet access, password resets, email access, and printer malfunctions.
• Escalate complex or unresolved issues to higher-tier support or specialised teams.
• Perform system diagnostics, log analysis, and root cause identification.
• Document all support incidents in the ticketing system and maintain resolution records.
• Technical Onboarding & Training:
• Assist with new user setups and onboarding, including system configuration and orientation.
• Provide user training on system usage, best practices, and tools.
• Create and update training documentation, quick-start guides, and support FAQs.
• Inventory & Procurement Support:
• Track and manage inventory of computers, accessories, peripherals, licenses, and more.
• Coordinate with vendors and internal stakeholders for procurement and refresh cycles.
• Assist in the installation and retirement of systems according to IT lifecycle policies.
• Reporting & Compliance:
• Generate and analyse monthly reports on ticket metrics and asset audit results.
• Support audits and compliance activities with accurate asset documentation.
• Present insights and trends based on ServiceNow data and Excel reports.

Qualifications

• Bachelor's degree in Information Technology or related field (or equivalent experience).
• 5–8 years of hands-on experience in desktop support and asset management.
• ITIL Foundation certification (preferred).
• Experience working with ServiceNow or similar ticketing/asset systems.

Technical

• Asset Management Systems (ServiceNow preferred)
• Microsoft Excel (Advanced Level)
• Windows OS, macOS, MDM (SCCM, JAMF, Intune)
• Basic scripting (PowerShell preferred)
• Knowledge of LAN, WAN, VPN, and network troubleshooting

Interpersonal

• Strong communication skills, both verbal and written.
• Ability to support VIPs and non-technical users patiently and clearly.
• Documentation, collaboration, and follow-up skills.
• Proactive and customer-focused mindset.