Desktop Engineer L1

Role Overview

This position is for a first-line desktop support professional who will be based in Jeddah, Makkah, Saudi Arabia. The role focuses on helping end users with day-to-day technical issues, handling service desk requests, supporting workstation and mobile device environments, and maintaining IT assets and service quality.

Service Desk Support

• Act as the initial contact for users needing technical assistance and handle routine support issues.
• Manage Level 1 and Level 2 requests received through channels such as phone and email.
• Record every call and case accurately in the ticketing or tracking platform.
• Engage with guests and users in a polite, professional, and service-oriented manner.
• Provide access-related support for users when required.
• Troubleshoot user issues and determine the likely source of the problem.
• Support recovery-related incidents and escalate cases when they need higher-level intervention.
• Keep issue status, actions taken, and final resolutions documented in the case log.

Project Planning

• Contribute inputs during project planning and requirements gathering stages.
• Support management in achieving project goals and delivery targets.

Customer Technology Support

• Work with users to identify issues related to hardware, software, or system functionality.
• Assist in deploying new or updated images, software, and hardware across user devices.
• Carry out configuration updates, patches, and upgrades as instructed.
• Perform minor to medium hardware, software, and peripheral repairs according to installation or design guidelines.
• Provide continuous support for client technology environments.
• Participate in induction training for new hires so they understand key IT services, asset usage, and how to contact IT support.

Technical Support

• Offer technical assistance for meetings, including video conferencing setups and related issues.
• Track system health and share status updates with internal management.
• Resolve hardware and software issues affecting workstations and mobile devices.
• Work with vendor technical specialists when external support is needed to close issues.

Service Level Management

• Help define service-level goals and take action to meet or surpass them.
• Explain support procedures clearly to users.
• Follow up promptly on cases to maintain customer satisfaction.
• Create monitoring and analytics dashboards for end-user devices and use proactive action plans to improve service stability and user experience.
• Support efforts to improve end-user NPS through preventive monitoring and issue reduction.

Asset Management

• Update receiving forms in the IT Asset Management System for new hardware issued to users.
• Track the condition of IT assets by building dashboards with monitoring and analytics tools such as Nexthink.
• Maintain asset inventory by checking hardware during monthly maintenance cycles, receiving new devices, and preparing equipment for business use.