Desktop Support Engineer-ISG

Key Responsibilities

End‑User Support

• Provide Level 1 & Level 2 desktop support for contact centre agents and support staff
• Troubleshoot hardware, software, OS, and network issues
• Support Windows desktops/laptops, thin clients, monitors, headsets, keyboards, and printers
• Perform user onboarding, offboarding, and workstation setup

Contact Centre Environment Support

• Support contact centre tools such as softphones, diallers, CRM systems, and WFM tools
• Troubleshoot voice issues (headsets, VoIP, call quality, logging problems)
• Ensure fast resolution of agent-impacting issues to maintain productivity and SLAs
• Provide floor‑walking support during peak hours

Incident & Request Management

• Log, track, and resolve incidents using an ITSM tool (e.g., ServiceNow, Remedy, Jira)
• Prioritise issues based on business impact and urgency
• Escalate unresolved issues to Level 3 / Infrastructure teams when required
• Follow up to ensure user satisfaction and closure

System & Asset Management

• Install, configure, and update operating systems and applications
• Apply patches, antivirus updates, and security configurations
• Maintain accurate asset and inventory records
• Ensure compliance with IT and information security policies

Documentation & Process

• Create and maintain knowledge articles, SOPs, and troubleshooting guides
• Assist in continuous improvement of desktop support processes
• Participate in audits and compliance activities

Required Skills & Competencies

Technical Skills

• Strong knowledge of Windows 10/11 and Microsoft Office
• Experience with Active Directory (user accounts, groups, password resets)
• Understanding of network fundamentals (LAN, WAN, VPN, TCP/IP)
• Experience supporting VoIP/softphone environments
• Familiarity with remote support tools
• Exposure to ITIL processes (Incident, Request, Problem Management)

Soft Skills

• Excellent communication and customer service skills
• Ability to work calmly under pressure in a fast‑paced environment
• Strong problem‑solving and analytical skills
• Team‑oriented with a proactive attitude

Work Conditions

• Willingness to work shifts, weekends, or public holidays
• Ability to support a 24x7 contact centre environment
• On‑site presence required (floor support)