Desktop Support Specialist

OverviewDesktop Support Specialist at Stefanini Group. The Level 2 Team is the face of IT for our clients and, for our clients, the window to the wider technology groups. Its responsibilities lie predominantly in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Team members will attend a clients desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.ResponsibilitiesProvide swift and professional deskside IT supportPerform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutionsInstall, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levelsUtilize the ticket management system to record, update and resolve tickets from the HelpdeskCollaborate with other support groups across global locations to help troubleshoot client issuesUtilize tools for building, monitoring and troubleshooting client devicesParticipate in Disaster recovery testing exercisesUphold procedures for logging, reporting, and statistically monitoring desktop operationsWrite technical support and client documentation in the form of Knowledgebase articlesMeet or exceed expected customer service levelsOther duties as assigned by the Level 2 Support ManagerQualificationsMinimum 2 years of relevant experience in a Desktop Support/IT Helpdesk roleExperience configuring, installing, troubleshooting and repairing printers, PCs and laptopsHands-on experience with Win 7, Win 10, Win 11 and MAC OS supportWindows 11 MigrationHardware / Software TroubleshootingExperience with VPN, Soft Phones, Remote Desktop, VDIAsset Tracking / Inventory ManagementPhone and Tablet support (Windows, iPhone, iOS, Android)Experience with Ticketing System (ServiceNow)Strong communications skillsExcellent proven track record supporting clients in a financial environmentExcellent proven customer service-based approachGood written and verbal communication skillsGood time management skillsStrong organizational and analytical skillsAbility to multi-task and work under pressureAbility to work autonomously and within teamDress Code: Business casualAbout Stefanini GroupThe Stefanini Group is a global provider of offshore, onshore and nearshore outsourcing, IT digital consulting, systems integration, application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence spans the Americas, Europe, Africa and Asia, and includes more than 400 clients across financial services, manufacturing, telecommunications, technology, public sector, and utilities. Stefanini is a CMM level 5 IT consulting company with global presence. #J-18808-Ljbffr

Created: 2025-09-17