Desktop Support
Core
First-level IT Service Desk professional supporting enterprise IT services and End User Computing (EUC) environments within an ITIL-based Service Management framework.
Role type
Service Desk Support Officer (ITIL)
Builds
IT service delivery via ServiceNow, remote support, and EUC initiatives (VDI, OS upgrades, device management)
Domain
IT Service Management (ITSM) / End User Computing
Deliverable
dashboards & analysis
Required skills
ITIL Service Management, ServiceNow, Incident/Request/Knowledge Management, Remote Desktop Support, EUC Support, Process Improvement, Microsoft Windows, Troubleshooting
Preferred skills
Stakeholder Engagement, Team Collaboration, Workload Prioritization
Technologies
ServiceNow, Microsoft Windows, VDI
Responsibilities
Manage and resolve IT incidents and service requests via ServiceNow adhering to ITIL processes and SLAs; Provide remote and on-site support via phone, email, and walk-up interactions; Escalate complex technical issues to specialized teams; Support EUC projects including VDI, OS hardening, and device refresh; Maintain accurate ticket records and knowledge articles; Contribute to continual service improvement initiatives.
Seniority
Mid-level, hands-on IC