Provide timely, staff-focused L1/L2 technical support for end-user devices, operating systems, and core business applications; ensure reliable, secure, and well-documented desktop services.

Key Responsibilities:

• Respond to and resolve incidents/requests for desktops, laptops, and peripherals; support operating systems, productivity apps, email, and printing.
• Provide remote assistance and desk-side support as needed.
• Install, configure, upgrade, and maintain hardware and software; manage drivers, firmware, and patching to keep devices secure and up to date.
• Maintain accurate asset inventory and documentation.
• Create and maintain user accounts and profiles; handle permissions and password resets in line with policy.
• Troubleshoot LAN/Wi-Fi/VPN connectivity issues for end-user devices and escalate where necessary.
• Ensure security baselines, updates, and endpoint protection are applied; support privacy and acceptable-use policies.
• Prepare devices, access, and orientation for new joiners; deprovision and recover assets on exit.
• Work with suppliers and support partners to resolve issues and complete warranty repairs.
• Log, track, and close tickets with clear resolution notes; create end-user guides and FAQs; deliver ad-hoc user training.
• Participate in desktop rollouts, OS/application upgrades, and improvement initiatives.
• Provide on-call/after-hours support as required.