Desktop Support Engineer

Wipro; Brighton; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Contributory pension up to 5%

Life insurance 4x

Private medical insurance

Job summary

Wipro is seeking an on-site End User Computing (EUC) specialist in Brighton to deliver desktop support to end users, including VIPs, across client locations. You will troubleshoot, log incidents, and ensure high first-time-fix rates.

You will work with ITIL processes, update tickets, and collaborate with the Field Services Lead. The role requires strong customer service and practical knowledge of Windows 11, Microsoft 365, and device management.

Qualifications

• Experience supporting Windows 11 desktops and laptops.
• Hardware diagnostics, break/fix, device swaps and peripheral support.
• Proficiency with Microsoft 365 apps (Outlook, Teams, OneDrive, Office).
• Working knowledge of Active Directory/Entra ID.
• Experience with Intune/Endpoint Manager for device compliance and Autopilot.
• Troubleshooting VPN, MFA and network connectivity issues (LAN/Wi‑Fi).
• Printer and scanner support, onsite configuration.
• Strong communication and customer service skills, especially for VIP users.
• Understanding of ITIL-based incident and service request management.

Responsibilities

• Provide on-site EUC support at locations agreed between Wipro and client.
• Deliver field-based desktop support to end users, including VIP and senior stakeholders.
• Log, categorise, and validate incidents and service requests 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.
• Escalate unresolved tickets per client escalation procedures and SLAs.
• Participate in onsite meetings with the Wipro Field Services Lead.
• Support regular operational and corporate IT drills conducted by client.
• Ensure clear documentation, ticket updates and handovers are maintained.

Skills

Windows 11

Hardware diagnostics

Microsoft 365

Active Directory

Intune

VPN & MFA

Printer support

Customer service

ITIL

Tools

Nexthink

Job description

Brighton -onsite

Key Responsibilities

• Provide on-site End User Computing (EUC) support at locations agreed between Wipro and end client.
• 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 client 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 client
• Ensure clear documentation, ticket updates, and handovers are maintained.

Required EUC / Desktop Support Skills

• 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, OneDrive, Office).
• Working knowledge of Active Directory / Entra ID (user accounts, groups, access issues).
• Expertise with Intune / Endpoint Manager for device compliance and Autopilot, Laptop Build management.
• 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.

Good to Have

• 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.

Wipro is an exciting organization to work for. We ranked as a “Top Employer” as part of the Top Employer Institute annual listings. We were assessed on several key HR practices including Diversity and Inclusion.

Benefits

You will receive a competitive salary, a generous benefits package, training, and development, as well as an exciting career within a fast paced and dynamic business. Your benefits include

• Contributory pension of up to 5%
• 4x life insurance policy
• Private medical insurance (50)

Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.