Desktop Support Engineer - VIP Support - Mumbai Andheri

Senior IT Ops Engineer End User Services (EUS)

Key Focus Areas:

• VIP / Executive Support: Provide dedicated and priority IT support to VIP users, ensuring minimal disruption through quick resolution and high ownership. Ensure seamless readiness for executive meetings while maintaining strict confidentiality, professionalism, and proactive communication.
• Event & Meeting Management: Collaborate with stakeholders to plan and execute corporate events using standardized processes and checklists. Provide end-to-end technical support, gather feedback, and continuously enhance event delivery experience.
• Service & Network Uptime: Ensure 99.99% uptime for critical services and 99.9% network availability by proactively monitoring systems. Resolve all service downtime incidents within 2 hours in line with defined SLA commitments.
• User System Allocation & Compliance: Ensure timely allocation of user systems with full adherence to organizational standards and compliance requirements. Maintain updated system images and configurations as per SOP to ensure consistency and readiness.
• End-Point Compliance & Support: Regularly monitor and enforce endpoint compliance by updating policies, identifying violations, and resolving communication issues proactively. Manage breakdown calls through an efficient helpdesk system while ensuring timely issue resolution and IT stock clean-up.
• Ticketing & Request Management: Utilize ticketing tools like Summit to efficiently log, track, and manage user requests with proper prioritization based on business impact. Ensure high first-call resolution rates while maintaining accurate and comprehensive documentation of all incidents and resolutions.
• Desktop Support Excellence: Provide prompt resolution of Windows OS, Outlook, and Microsoft Office issues to ensure minimal user disruption. Conduct user training and maintain a knowledge base of common issues to enhance self-service and productivity.
• Video Conferencing (VC) Support: Assist users with seamless video conferencing setup and configuration for meetings and events. Proactively resolve issues and provide best practices to ensure a smooth and disruption-free VC experience.
• Hardware Maintenance & Lifecycle Management: Ensure desktops and laptops are well-maintained through regular preventive maintenance and inspections. Perform timely repairs, upgrades, and replacements while conducting periodic audits to maintain optimal asset health.
• Documentation & Record Management: Maintain accurate incident reports, asset inventories, and user documentation including FAQs and self-help guides. Track software licenses effectively and conduct periodic reviews to ensure all records remain current and relevant.
• Collaboration & Communication: Collaborate closely with IT teams and business stakeholders to resolve complex issues and support key initiatives. Ensure clear communication, act as a liaison for user feedback, and drive continuous service improvement.

Qualifications:

• Bachelor’s Degree / Diploma in Information Technology, Computer Science, or related field
• 4–9 years of experience in IT Helpdesk / End User Support
• Strong knowledge of:
• MS Teams, Teams Events, Webinar, Town Hall Windows OS, Microsoft Office, Outlook
• Ticketing tools (e.g., Summit or similar)
• Endpoint management and IT infrastructure support
• Familiarity with ITIL processes and service management practices
• Strong communication, stakeholder handling, and VIP support skills
• Ability to work independently within defined SOPs and SLA-driven environments