Desktop Support Technician (On Call)

Key Responsibilities

• Act as the first point of contact for all IT‑related incidents, service requests, and user inquiries
• Deliver high‑quality, customer‑focused support across enterprise IT environments
• Ensure first‑call resolution wherever possible and effective escalation when required
• Provide Level 1 technical support via phone, email, chat, and self‑service portal
• Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool
• Log, troubleshoot, and resolve issues related to:
• Windows and macOS end‑user devices
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory (password resets, account unlocks, group access)
• VPN, network connectivity, Wi‑Fi, and printer issues
• Perform initial diagnosis and resolution using knowledge articles and SOPs
• Escalate unresolved incidents to L2/L3 teams with accurate documentation
• Follow ITIL‑based incident, request, and problem management processes
• Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)
• Provide user communication and status updates throughout the ticket lifecycle
• Participate in shift handovers and knowledge‑sharing sessions
• Identify recurring issues and suggest improvements or automation opportunities
• Support new user onboarding/offboarding tasks as per SOPs
• Assist in major incident calls by handling communications and ticket updates

Technical Skills & Experience

• 5–6 years of experience in an Enterprise IT Service Desk / End User Support role
• Strong hands‑on experience with:
• Windows 10/11 and macOS
• Microsoft 365 & Teams administration basics
• Active Directory and Azure AD fundamentals
• Basic networking concepts (DNS, DHCP, TCP/IP, VPN)
• Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar
• Familiarity with remote support tools and endpoint management solutions
• Exposure to VDI, MFA, and endpoint security tools is a plus

Process & Compliance

• Good understanding of ITIL v3 / ITIL 4 processes
• Adherence to security, compliance, and access‑control policies
• Experience working in SLA‑driven, 24×7 or shift‑based environments

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