Information Technology Support Specialist

About the role

The Information Technology Support Specialist provides end‑to‑end technical assistance for desktop and laptop environments, ensuring that end‑users can work efficiently and securely. This role combines hands‑on hardware troubleshooting, software maintenance, and remote support while adhering to ITIL best practices.

Key responsibilities

• Deliver desktop and laptop support, troubleshooting hardware, software, and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of devices, including configuration, patching, OS imaging, and vendor‑based hardware replacements.
• Utilise SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in line with IT policies.
• Provide remote and deskside support using EUC tools and support applications such as MS Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offer VIP support and act as the primary onsite contact during critical escalations or outages.
• Support printers, scanners, and peripheral devices, handling routine maintenance and troubleshooting.
• Assist with Active Directory tasks, basic user account management, and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory, and technical guides.
• Follow ITIL practices for incident, problem, and service request management.

Required profile

• Proven experience in desktop/laptop support within a corporate environment.
• Familiarity with Windows OS, basic macOS device handling, and mobile device support.
• Understanding of ITIL processes for incident and problem management.
• Ability to provide high‑visibility (VIP) support and handle critical escalations.
• Strong documentation skills and attention to security compliance.

Required skills

• SCCM
• Intune
• ServiceNow
• Active Directory
• Windows OS
• MS Office
• Outlook
• VPN client
• Antivirus solutions
• Patch management
• OS imaging
• Hardware troubleshooting
• Printer and scanner support
• Remote assistance tools
• EUC tools
• ITIL framework