The Service Desk Associate is the technical point of resolution for end-user technology combining front-line service ownership with hands-on desktop engineering. The role responds to complex user problems, queries and complaints, diagnoses them by engaging users and troubleshooting, and resolves them through timely fault rectification or appropriate escalation. Alongside that service responsibility, it provides central management of the desktop estate, covering image management, patch management governance, automated software distribution and packaging, automated provisioning and configuration of devices, endpoint protection, and hardware and software inventory. This role exists so that end-user technology is both rapidly supported when it fails and engineered well enough that it fails less often.
Key Responsibilities / Deliverables
End-User Support and Incident Resolution
· Receive, log, triage and classify incidents and service requests, setting category, impact and priority accurately at first touch so that work is routed and sequenced correctly.
· Respond to complex user problems, queries and complaints across the supported estate.
· Diagnose problems by engaging users, gathering information and systematically troubleshooting.
· Resolve user problems effectively through timely fault rectification, or escalate the problem where resolution sits outside the role's scope or authority.
· Keep the user informed at agreed intervals through to closure, and confirm the issue is resolved with the user before the ticket is closed.
· Support priority and major incidents by tracking progress, maintaining an accurate incident record and timeline, and issuing timely updates to affected users and stakeholders until service is restored.
· Review non-standard or high-profile user requests, research the options and recommend potential solutions.
· Assist with setting up technology for conferences and meetings.
End User Computing and Image Management
· Provide central management of all desktops, including image management and the automation of device provisioning and configuration.
· Develop and maintain desktop images so that builds remain current, consistent and rapidly deployable.
· Install, configure and maintain desktops and laptops using imaging and other deployment solutions.
· Develop and build software packages in order to deploy applications rapidly when needed and automate software distribution across the estate.
Patch Governance and Endpoint Protection
· Govern patch management across the endpoint estate, including scheduling, exception handling and compliance reporting.
· Manage endpoint protection and monitor the health of all endpoints.
· Identify and mitigate security risks and remediate missing security patches within the defined window.
Asset, Inventory and Infrastructure Support
· Maintain accurate hardware and software inventory across the supported estate.
· Assist in hardware and software evaluation and recommend upgrades or improvements to the IT infrastructure.
· Assist the Network and Systems Administrator as required.
Documentation, Training and Knowledge Transfer
· Provide documentation of all associated procedures, including specific desktop configuration requirements.
· Train users on the use of new technologies.
· Share and transfer technical knowledge to colleagues and provide constructive feedback to less experienced staff.
Shift Coverage and Service Continuity
· Maintain reliable coverage within a 24x7 support model, including scheduled shift rotation.
· Support distributed users , maintaining the agreed overlap with the regions supported and responding in line with each user's local business hours.
· Hand over open and in-progress work cleanly between shifts and across global IT teams.
· Complete a documented handover at the end of each shift covering open and in-progress tickets, active priority incidents, pending actions and agreed next steps, so that no context is lost at a shift boundary.
JOB COMPETENCIES (Skills & Abilities)
· Problem solving: Identifies potential problems, articulates and classifies issues, and determines next steps by reference to existing policies and procedures, applying sound analytical and reasoning skills throughout; reaches a solution or provides a summary for management decision where one is required.
· Analytical skills: Uses analytical thinking to clarify issues and determine next steps based on procedure and prior experience, or to establish what further information must be obtained before proceeding.
· Technical knowledge: Practical command of desktop imaging, patch management, software packaging and endpoint protection, together with working knowledge of Active Directory, DHCP, DNS, VMware, Nutanix, MS Outlook, O365, MS SQL, SAN and networked storage, file and print servers, and OEM server hardware.
· Service orientation: Self-motivated to meet and exceed customer needs, and to judge urgency from the user's perspective rather than the queue's.
· Personal accountability: Takes personal responsibility for decisions, actions and outcomes, and works continually towards improved performance.
· Communication skills: Communicates professionally in English and collaborates with a diverse group of professionals and with senior leadership; actively listens, responds in a timely manner, and proactively seeks guidance and feedback from more experienced colleagues.
· Interpersonal skills: Creates positive interactions with colleagues and the wider team, deals effectively with a variety of personalities, and maintains collaborative working relationships with global IT teams.
· Detail orientation: Produces accurate, detailed work and thorough documentation that others can follow without further explanation.
· Time management: Plans work and time effectively to manage conflicting or shifting priorities and to achieve goals aligned with business needs.
· Mentoring and coaching: Shares and transfers technical knowledge and provides constructive feedback to less experienced staff.
· Flexibility: Works effectively within a 24x7 operating model, adapting to shift rotation and to demand that arrives without warning.
· Independence and autonomy: Works under general supervision with limited day-to-day instruction on non-routine tasks.
· Customer orientation: Handles each interaction from the user's point of view, communicates with courtesy and patience, sets realistic expectations and keeps the user informed rather than leaving them to follow up.
· Triage judgement: Categorizes and prioritizes incoming incidents and requests accurately at first touch, separating genuine urgency from volume and recognizing when an issue warrants priority handling.
· Cross-cultural communication: Communicates clearly in spoken and written English with users across regions and levels of technical familiarity, adapting language and pace to the listener without losing accuracy.
MINIMUM QUALIFICATIONS (Knowledge & Experience)
· Bachelor’s degree in computer science or equivalent experience in a related field. (Required)
· 3+ years of related experience in desktop administration, endpoint engineering or senior technical end-user support. (Required)
· Demonstrated experience in a service desk or IT support function using an enterprise ITSM tool to log, triage, priorities, assign and track incidents and service requests against SLA. (Required)
· Experience supporting geographically distributed users across multiple time zones from an offshore or global capability center. (Required)
· Professional proficiency in spoken and written English, sufficient to support a multi-national user base and to communicate with senior stakeholders. (Required)
· Demonstrated experience with desktop image management, patch management governance, software packaging and the automation of software distribution. (Required)
· Demonstrated experience with endpoint protection, endpoint health monitoring and the remediation of missing security patches. (Required)
· Working technical knowledge of MS Active Directory, DHCP, DNS, MS Outlook, O365, MS SQL, and file and print servers. (Required)
· Working knowledge of VMware and Nutanix, Storage Area Networks (SAN) and other networked storage arrays, and OEM server hardware from vendors such as HP, Dell or IBM. (Required)
· Demonstrated ability to work under general supervision with limited day-to-day instruction on non-routine tasks. (Required)
· Exposure to a priority or major incident management process, including participation in incident bridges and the issuing of stakeholder status updates. (Preferred)
Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.