Desktop EUC L1

Key Responsibilities

• Provide day-to-day local/remote desktop support.
• Receive inbound calls, answer questions, and troubleshoot issues.
• Document steps performed to resolve hardware, software, and application issues in a ticketing system.
• Facilitate customer resolution for calls.
• Engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.
• Provide smart-hands support.
• Manage IT hardware & software asset management services.
• Manage PC and mobile assets in the ServiceNow module.
• Coordinate PC Fulfilment/Installation (Autopilot/Reimage/Import).
• Handle PC Diagnostics & Sanitation, including recycle pickup requests.
• Process Software Provision/Install Requests.
• Handle New Printer Configuration Requests.
• Manage Miscellaneous Services (e.g., Return Labels).
• Provide walk-up, deskside, and remote technical support.

Requirements & Tech Stack

• ServiceNow
• Microsoft Office
• Windows OS
• iOS troubleshooting skills

Qualifications

• Experience in smart-hands support.
• Good communication skills.
• Awareness of different stages in the asset management lifecycle.
• Experience in asset inventory management.