Desktop Support Engineer

About the Role

A global retail technology leader is seeking a

Desktop Support Engineer

to deliver exceptional end-user and system support across its corporate offices.

This role demands a strong technical foundation, a customer-focused mindset, and the ability to work collaboratively to ensure reliable, secure, and efficient IT operations.

Key Responsibilities

Act as the

first point of contact

for any desktop, access, or technology-related issues reported via the Service Desk.

Serve as the

first responder in a 24 / 7 operations centre

for system alerts generated by monitoring tools (operations function).

Accurately

capture all details

necessary for investigation and diagnosis of technology issues.

Prioritize incidents

based on business impact and urgency, escalating or transferring where necessary.

Identify

widespread or recurring issues

and coordinate with senior analysts and relevant teams for timely resolution within SLA.

Collaborate with colleagues, peers, and senior systems analysts to

resolve or escalate incidents and problems

efficiently.

Proactively

identify patterns or repetitive tickets

and flag them for permanent fixes or workarounds.

Provide

effective, empathetic, and timely support , maintaining professionalism even under pressure.

Ensure

clear and concise communication

with users and stakeholders throughout the resolution process.

Stay current with emerging technologies to

improve issue resolution times

and enhance user experience.

Maintain accurate

ticket documentation

and follow ITIL best practices.

Demonstrate a

self-motivated and adaptable approach

to learning and adopting new technologies.

Required Skills

Proven experience in desktop or service desk support within a large enterprise environment.

Strong knowledge of

Windows and macOS troubleshooting .

Experience with

Active Directory, user account management, and group policy basics .

Familiarity with

ITSM / ticketing tools

such as ServiceNow, Zendesk, or Jira.

Understanding of

network fundamentals

— IP addressing, DNS, DHCP, and VPN troubleshooting.

Experience supporting

Microsoft 365, Teams, and Outlook

environments.

Knowledge of

endpoint management tools

(e.g., Intune, SCCM) is a plus.

Excellent

communication, customer service, and problem-solving

skills.

Experience

2–4 years of hands-on experience in desktop, service desk, or technical support roles.

Exposure to IT operations or monitoring tools preferred.

Experience in global or large-scale enterprise support environments is an advantage.