Associate – Desktop Support / Helpdesk

About the role

The Associate – Desktop Support / Helpdesk provides day‑to‑day technical assistance to end users, ensuring that desktop environments run smoothly and meet service level agreements.

Key responsibilities

• Deliver desktop support and help‑desk services, responding to tickets, calls and emails promptly.
• Maintain and standardize desktop images, configurations and security compliance.
• Install, configure and troubleshoot operating systems, applications and peripheral devices.
• Monitor system performance, identify potential issues proactively and escalate when necessary.
• Track and report on KPIs such as SLA adherence, first‑call resolution, response times and user satisfaction.

Required profile

• Ability to follow established policies and procedures.
• Strong focus on meeting defined service quality metrics.
• Effective communication with end users and internal teams.

Required skills

• Operating Systems
• Desktop Applications
• Peripheral Devices
• Endpoint Security