Desktop Support Specialist

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Role Overview

The Technology Support Specialist is responsible for delivering end-user technology support services across workplace environments including hardware support incident management and asset lifecycle activities. The role contributes to maintaining stable secure and efficient end-user technology operations while ensuring a high level of user experience.

Key Responsibilities

End-User Support and Incident Management

• Provide onsite support for end-user technology issues at the Clients office location during agreed core business hours unless otherwise agreed.
• Troubleshoot and resolve hardware and peripheral-related incidents
• Manage incidents and service requests through the Clients ITSM system
• Ensure accurate and detailed documentation of all incidents and requests including resolution steps and relevant knowledge references
• Diagnose and resolve a range of end-user issues of moderate complexity escalating where required
• Utilize standard diagnostic tools remote support tools and knowledge base resources to resolve incidents
• Communicate technical issues and resolutions clearly to end users ensuring a positive and professional support experience
• Provide basic guidance or education to users on supported technologies where appropriate

Hardware Support and Lifecycle Services

• Perform break/fix activities and coordinate hardware replacements
• Execute lifecycle activities including installations moves adds and changes
• Coordinate with OEM vendors for warranty and repair services
• Perform physical handling installation and relocation of end-user equipment including large form-factor displays as part of workplace support activities

Asset and Inventory Management

• Maintain accurate asset and inventory records
• Manage onsite inventory including spare equipment and loan devices
• Support audit and compliance activities

Onsite Support and Workplace Services

• Provide support aligned to agreed service coverage requirements and business demand
• Provide onsite support across Client locations where required including alternate work sites
• Provide support outside of standard business hours on an ad-hoc basis where required to support critical activities incidents or business events
• Support workplace technologies including meeting rooms and AV equipment
• Assist with business-critical activities where required

Vendor and Third-Party Coordination

• Coordinate with external vendors and service providers
• Facilitate onsite activities involving third-party technicians
• Support basic procurement-related activities where required including obtaining quotations coordinating with suppliers and facilitating order processes in alignment with Client guidelines

Continuous Improvement

• Contribute to knowledge documentation and SOPs
• Identify opportunities to improve service delivery and user experience

Skills and Experience:

• Strong hands-on knowledge of end-user technology support including troubleshooting across hardware peripherals and workplace devices
• Familiarity with enterprise ITSM tools (e.g. ServiceNow)
• Strong problem-solving and communication skills
• Ability to work effectively in a corporate environment
• Ability to perform hands-on onsite support activities including physical setup and relocation of workplace technology equipment.

*Listed salary ranges may vary based on experience qualifications and local market. Also some positions may include bonuses or other incentives*

About Stefanini Group

The Stefanini Group is a global provider of offshore onshore and near shore outsourcing IT digital consulting systems integration application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like Americas Europe Africa and Asia and more than 400 clients across a broad spectrum of markets including financial services manufacturing telecommunications chemical services technology public sector and utilities. Stefanini is a CMM level 5 IT consulting company with global presence. We are CMM Level 5 company.

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