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Job Description: Desktop Support

Position: Desktop Support Location: Cherial, Hyderabad Company: IBM

Job Summary: We are seeking a dedicated and customer-focused Desktop Support professional to join our team at IBM. As a Desktop Support specialist, you will be responsible for providing technical assistance and support to end-users for computer systems, software, and hardware. Your primary objective will be to ensure the smooth functioning of desktop systems, troubleshoot issues, and deliver timely resolutions. The ideal candidate for this position should possess strong technical knowledge, excellent problem-solving skills, and a passion for delivering exceptional customer service.

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Responsibilities:

1. User Support and Troubleshooting: Respond to end-user requests for technical assistance in person, via phone, or through ticketing systems. Diagnose and resolve hardware, software, and network issues promptly and efficiently. Provide guidance and training to users on the proper use of hardware and software applications.
2. System Maintenance and Upgrades: Install, configure, and maintain desktop hardware, software, and peripherals. Perform routine maintenance tasks, including system updates, patches, and backups. Collaborate with the IT team to plan and implement system upgrades and deployments.
3. Documentation and Reporting: Maintain accurate records of support requests, resolutions, and system configurations. Create and update user manuals, knowledge base articles, and troubleshooting guides. Generate reports on support activities, trends, and recurring issues.

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Skills and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Proven experience in desktop support or a similar technical support role.
• Strong knowledge of operating systems (e.g., Windows, macOS) and productivity applications (e.g., Microsoft Office Suite).
• Familiarity with hardware components, peripherals, and networking concepts.
• Excellent problem-solving and analytical skills.
• Strong customer service and communication skills.
• Ability to prioritize and manage multiple tasks effectively.
• ITIL Foundation certification is a plus.