Service Desk - End User Hardware and Software

Job Summary:

We are looking for a skilled Service Desk - End User Hardware and Software professional to manage and support enterprise end-user computing environments. The role involves leading desktop support operations, endpoint management, incident resolution, and ensuring seamless delivery of IT services for global users.

Responsibilities:

• Lead and support End User Computing (EUC) operations across desktops, laptops, mobile devices, printers, and peripherals.
• Manage and troubleshoot Windows OS, Microsoft 365, Active Directory, VPN, VDI, and endpoint-related issues.
• Administer Microsoft Intune, SCCM/MECM, software deployment, patch management, and device compliance.
• Monitor and resolve incidents, service requests, and infrastructure alerts within SLA timelines.
• Provide support for account lockouts, password resets, user access, and hardware/software installations.
• Lead a technical support team, mentor team members, and drive process improvements.
• Coordinate with vendors and cross-functional teams for issue resolution and project execution.
• Maintain asset inventory, technical documentation, and operational reports.

Requirement:

• Bachelor's Degree in Computer Science, Engineering, Information Technology, or related field.
• Minimum 4 years of experience in Service Desk, Deskside Support, or End User Computing environments.
• Windows OS, Microsoft 365/O365, Intune, SCCM/MECM
• Active Directory, VPN, Networking fundamentals
• Desktop, Laptop, Thin Client, and VDI support
• Mobile Device Management (iOS/Android)
• ITSM/Helpdesk tools and Remote Support tools
• Strong troubleshooting, communication, and leadership skills
• Experience supporting global customers in a 24x7 enterprise support environment and exposure to ITIL processes.