Desktop Support Engineer

Wipro; Greater London; On-site; GBP 30,000 - 48,000; Full time

Job summary

Wipro in the United Kingdom is seeking an EUC / Desktop Support Engineer (Onsite) to deliver field-based desktop support, including VIP users, across client locations in Greater London. You will handle Windows 11 devices, Microsoft 365 apps, and on-site hardware issues, ensuring high customer satisfaction.

The role emphasizes hands-on troubleshooting, ITIL-aligned incident management, and clear documentation.

Qualifications

• Experience providing on-site EUC/Desktop support to Windows 11 devices.
• Strong troubleshooting across VPN, MFA, and network connectivity.
• Proficiency with M365 apps (Outlook/Teams/OneDrive/Office).
• Hands-on with AD/Entra ID for user/access management.
• Experience with Intune/Endpoint Manager and Autopilot.
• Printer/scanner and peripheral device support on-site.
• Knowledge of ITIL incident and service request processes.
• Experience supporting VIP users and strong communication.

Responsibilities

• Provide on-site EUC support at client locations.
• Deliver field-based desktop support to users, incl. VIPs.
• Log, categorize, and validate incidents in ITSM tool.
• Perform 1st/2nd line EUC troubleshooting for high first-time fix.
• Route tickets to appropriate resolver groups per processes.
• Escalate unresolved tickets per SLAs and escalation rules.
• Attend onsite meetings with Wipro Field Services Lead.
• Document ticket updates and handovers clearly.
• Participate in IT drills and follow CBL procedures.

Skills

Windows 11 desktop support

Microsoft 365 apps

Active Directory / Entra ID

Intune / Endpoint Manager

PowerShell scripting

VPN / MFA / network issues

Printer & scanner support

VIP user support

ITIL incident management

Tools

Nexthink

Job description

Job Description

Job Description

Role: EUC / Desktop Support Engineer (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 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.

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. PowerShell 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.

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.

Mandatory Skills: Desktop Support .

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