Desk Side Support – Job Description

Job Summary

Provide on-site technical support to end users by resolving desktop, laptop, printer, and peripheral issues. Ensure timely resolution of incidents and service requests while maintaining a high level of customer satisfaction.

Key Responsibilities

• Provide desk-side support for desktops, laptops, printers, scanners, and other IT peripherals.
• Diagnose and resolve hardware and software issues for end users.
• Install, configure, and troubleshoot Windows operating systems and standard business applications.
• Perform desktop and laptop setup, deployment, relocation, and replacement.
• Install and configure monitors, docking stations, keyboards, mice, and other peripherals.
• Support Microsoft Office applications, Outlook, and Teams.
• Troubleshoot network connectivity issues, including LAN, Wi-Fi, and VPN connectivity.
• Coordinate hardware repairs and warranty replacements with vendors.
• Perform break-fix support and routine maintenance of end-user devices.
• Image and deploy new systems following organizational standards.
• Maintain and update IT asset inventory and equipment records.
• Log, track, and resolve incidents and service requests using the organization''s IT ticketing system.
• Escalate unresolved issues to appropriate support teams when required.
• Provide support for meeting room and video conferencing equipment.
• Follow IT policies, security standards, and service-level agreements (SLAs).

Required Skills

• Strong knowledge of Windows 10/11.
• Experience supporting desktop and laptop hardware.
• Knowledge of Microsoft Office 365 applications.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
• Experience with desktop imaging and software installation.
• Familiarity with IT ticketing systems.
• Excellent troubleshooting, communication, and customer service skills.

Qualifications

• Diploma or Bachelor''s degree in Information Technology, Computer Science, or a related field.
• 1–3 years of experience in Desk Side Support or Desktop Support.

Key Competencies

• Customer-focused approach
• Strong analytical and problem-solving skills
• Excellent communication skills
• Time management and prioritization
• Ability to work independently and as part of a team