Desktop Support Engineer

L1 – End Point Management / Deskside Engineer

Location: Turbhe, Navi Mumbai

Experience: 1–3 years deskside/EUC support

Job Overview: Deskside and remote support for 5,000+ users PAN-India: desktops, laptops, printers, O365 mail, Teams, OneDrive, and MS Office, plus the laptop preparation program (2,370 laptops per SOW 4.23-G).

Key Responsibilities:

Fulfil daily requests and fix technical issues for 5,000+ users across branches.

Laptop preparation for new joiners per bank policy: standard software load, HDD encryption, data backup (file

server/OneDrive) and transfer, old-laptop formatting and lessor return coordination.

O365 mail, Teams, OneDrive, and Office incident support.

Coordinate with vendors for remote-location physical intervention; with server/network teams for user issues.

Project support: DLP, NAC, AD migration, MDM, MS Office installations.

Asset movement and joint inspection support at lessor warehouse.

Prepare operational reports, capacity/utilization inputs and service metrics.

Ensure SLA compliance, audit readiness and RBI/security policy adherence.

Maintain SOPs, runbooks, KB articles and operational documentation.

Coordinate with OEMs/vendors and internal teams for issue resolution.

Support DR drills, patching, vulnerability remediation and preventive maintenance.

Participate in RCA preparation for Priority incidents.

Follow Incident, Problem, Change and Service Request Management processes.

Technical Skills: Windows 10/11, O365 suite, imaging/encryption tools, ITSM, hardware troubleshooting.

Certifications: Preferred: ITIL Foundation**.**

Coverage Model: 126 (Mumbai hubs: Seawood, Rupa Solitaire, Centrum House, Dani Park, Vinay Bhavya).