Deskside Support

Role Overview

We are looking for an experienced Desktop Support Engineer – L2 to provide day-to-day technical support to end users and ensure the smooth operation of laptops, desktops, mobile devices, and other IT equipment.

The engineer will be responsible for troubleshooting hardware and software issues, managing IT assets, supporting user onboarding/offboarding, and ensuring incidents are resolved within agreed SLAs.

Key Responsibilities

• Provide L2 desktop and end-user support for laptops, desktops, tablets, mobile devices, and related IT equipment.
• Diagnose, troubleshoot, and resolve hardware and operating system issues.
• Take ownership of assigned incidents and service requests through ServiceNow.
• Investigate issues by asking targeted questions and identifying the root cause.
• Track incidents through to resolution within agreed SLAs.
• Build, configure, deploy, and maintain end-user devices, including laptops, desktops, tablets, and mobile phones.
• Maintain accurate IT equipment inventory and stock levels.
• Support new joiners and leavers, including device provisioning, collection, configuration, and access-related coordination.
• Work closely with the wider IT team and Site Lead to support local users.
• Provide technical assistance through onsite support, email, chat, and other approved support channels.
• Escalate unresolved or complex issues to the appropriate Network, Security, Systems, or other internal teams.
• Provide timely and accurate updates to end users regarding the status of their incidents and requests.
• Use internal knowledge bases and approved external resources to identify and implement appropriate technical solutions.
• Follow up with users after resolution to confirm that their IT systems are fully functional.
• Maintain clear and accurate technical documentation, troubleshooting notes, and support manuals.
• Proactively identify recurring issues and contribute to improving the overall end-user support experience.
• Maintain professional and positive relationships with end users, customers, and internal teams.

Required Skills & Experience

• Proven experience in L2 Desktop Support / End-User Computing (EUC).
• Strong troubleshooting skills across Windows operating systems, laptops, desktops, and hardware.
• Experience with device deployment, configuration, and lifecycle management.
• Hands-on experience with ServiceNow or a similar ITSM platform.
• Experience supporting user onboarding and offboarding.
• Good understanding of IT incident, request, escalation, and SLA management.
• Strong analytical and problem-solving skills.
• Excellent communication and customer-service skills.
• Ability to work independently while coordinating effectively with wider IT teams.
• Strong documentation and knowledge-sharing skills.