Desktop Support Engineer

Role: EUC / Desktop Support Engineer (Onsite) Key Responsibilities

• Provide on-site End User Computing (EUC) support at locations agreed between Wipro and CBL.
• Deliver field-based desktop support to end users, including VIP and senior stakeholders, ensuring a high level of customer satisfaction.
• Log, categorise, and validate incidents and service requests accurately within the ITSM tool.
• Perform first-line and second-line EUC troubleshooting, aiming for high first-time-fix rates.
• Route and re-route tickets to the appropriate resolver groups in line with agreed processes.
• Escalate unresolved tickets in accordance with CBL escalation procedures and SLAs.
• Participate in onsite meetings with the Wipro Field Services Lead as required.
• Support and take part in regular operational and corporate IT drills conducted by CBL.
• Ensure clear documentation, ticket updates, and handovers are maintained.

• Strong hands‑on experience supporting Windows 11 desktops and laptops.
• Experience with hardware diagnostics, break/fix, device swaps, and peripheral support (monitors, docks, keyboards, printers).
• Proficiency with Microsoft 365 applications (Outlook, Teams, One Drive, Office).
• Working knowledge of Active Directory / Entra  (user accounts, groups, access issues).
• Expertise with Intune / Endpoint Manager for device compliance and Autopilot, Laptop Build management. Power Shell Scripting
• Experience troubleshooting VPN, MFA, and network connectivity issues (LAN/Wi‑Fi).
• Printer and scanner support experience, including onsite configuration.
• Strong communication and customer service skills, particularly when supporting VIP users.
• Understanding of ITIL-based incident and service request management.

• Experience using Nexthink for endpoint analytics, device health monitoring, and proactive troubleshooting.
• Ability to interpret Nexthink insights to identify root causes and performance issues affecting end‑user experience.

Desktop Support.