End User Support Specialist

Skill Set: Deskside Support Technician level 1

Days per week: Dispatch on demand

Location: Ahmedabad India

Contract: B2B/Freelance

Roll Type: dispatch on demand

Language: English & Local Language

Key Responsibilities:

- Provided first-level technical support for desktop and laptop hardware, software, and peripheral-related issues.

- Responded to and resolved incidents and service requests through ticketing systems within agreed SLAs.

- Performed basic IMAC (Install, Move, Add, Change) activities for end-user devices and workstations.

- Installed, configured, and supported Windows operating systems, Microsoft Office, Outlook, and standard business applications.

- Assisted users with password resets, account unlocks, and basic Active Directory user account administration.

- Provided deskside and remote support for desktop, laptop, printer, scanner, and other peripheral devices.

- Logged, updated, tracked, and documented incidents using ServiceNow or similar ITSM tools, escalating unresolved issues to higher support teams when required.

- Assisted with desktop imaging, software installation, system configuration, and asset deployment following IT procedures.

- Supported VPN connectivity, Wi-Fi access, email configuration, and basic network connectivity troubleshooting.

- Maintained accurate asset inventory records and updated technical documentation for incidents and service requests.

- Ensured compliance with IT security policies, antivirus updates, and standard desktop support procedures.

- Delivered courteous and professional customer support while providing timely updates and following up to ensure ticket closure.

- Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.