DESKTOP SUPPORT ENGINEER L1

Allied Digital


Date: 3 days ago
City: Kolkāta, West Bengal
Contract type: Full time
Job Description

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Apply NowRequest No: RA-0525-3418DESIGNATION: DESKTOP SUPPORT ENGINEER L1DESCRIPTION:

  • Technical Support
  • Provide first and second-line support for desktops, laptops, printers, and other peripherals.
  • Troubleshoot hardware, software, and network connectivity issues.
  • Support Microsoft Windows OS, Microsoft Office Suite, and common enterprise applications.
  • Incident & Request Management
  • Log, track, and resolve support requests using the IT service management (ITSM) tool.
  • Ensure timely resolution of incidents within SLA (Service Level Agreement) timelines.
  • Escalate unresolved issues to higher support tiers as needed.
  • Installation & Configuration
  • Install, configure, and maintain operating systems and software on end-user devices.
  • Set up new user accounts, email configurations, and access permissions.
  • Deploy and maintain antivirus and endpoint protection solutions.
  • Asset Management
  • Maintain an up-to-date inventory of IT hardware and software assets.
  • Tag and track all assets assigned to end-users.
  • Coordinate with procurement for hardware replacements and upgrades.
  • User Training & Support
  • Provide basic training and guidance to users on IT systems and tools.
  • Create and update user documentation and FAQs.
  • Preventive Maintenance
  • Perform routine maintenance of desktop systems to ensure performance and security.
  • Apply patches, updates, and service packs regularly.
  • Security Compliance
  • Ensure adherence to company IT security policies and procedures.
  • Report and respond to any detected malware, data loss, or unauthorized access.
  • Collaboration & Communication
  • Coordinate with network, server, and application teams for complex issues.
  • Maintain clear communication with end-users on ticket progress and resolution.
  • Reporting
  • Generate weekly/monthly reports on ticket status, resolutions, and recurring issues.
  • Provide feedback and recommendations for process improvement.

KRA:

  • Technical Support
  • Provide first and second-line support for desktops, laptops, printers, and other peripherals.
  • Troubleshoot hardware, software, and network connectivity issues.
  • Support Microsoft Windows OS, Microsoft Office Suite, and common enterprise applications.
  • Incident & Request Management
  • Log, track, and resolve support requests using the IT service management (ITSM) tool.
  • Ensure timely resolution of incidents within SLA (Service Level Agreement) timelines.
  • Escalate unresolved issues to higher support tiers as needed.
  • Installation & Configuration
  • Install, configure, and maintain operating systems and software on end-user devices.
  • Set up new user accounts, email configurations, and access permissions.
  • Deploy and maintain antivirus and endpoint protection solutions.
  • Asset Management
  • Maintain an up-to-date inventory of IT hardware and software assets.
  • Tag and track all assets assigned to end-users.
  • Coordinate with procurement for hardware replacements and upgrades.
  • User Training & Support
  • Provide basic training and guidance to users on IT systems and tools.
  • Create and update user documentation and FAQs.
  • Preventive Maintenance
  • Perform routine maintenance of desktop systems to ensure performance and security.
  • Apply patches, updates, and service packs regularly.
  • Security Compliance
  • Ensure adherence to company IT security policies and procedures.
  • Report and respond to any detected malware, data loss, or unauthorized access.
  • Collaboration & Communication
  • Coordinate with network, server, and application teams for complex issues.
  • Maintain clear communication with end-users on ticket progress and resolution.
  • Reporting
  • Generate weekly/monthly reports on ticket status, resolutions, and recurring issues.
  • Provide feedback and recommendations for process improvement.

DEPARTMENT: CSDExperience: 1-5QUALIFICATION:SKILL: Customer ServiceEMPLOYMENT TYPE: ProbationLOCATION: Kolkata

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