Help Desk Technician

Sharp Brains Recruitment; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

A recruitment agency is seeking an experienced technical support specialist in Mumbai to provide end-to-end support for desktop and laptop systems. The role includes managing the full lifecycle of desktop devices, offering remote and deskside assistance, and ensuring compliance with security protocols. The ideal candidate should have expertise in troubleshooting hardware/software issues and familiarity with ITIL best practices. This position offers a chance to excel in a dynamic support environment.

Qualifications

• Experience in troubleshooting hardware and software issues.
• Familiarity with desktop support and IMAC activities.
• Knowledge of ITIL practices for service request management.

Responsibilities

• Provide end-to-end technical support for desktop and laptop systems.
• Manage the full lifecycle of desktop devices, including configuration and patching.
• Deliver remote and deskside support for various applications.

Skills

End-user support

SCCM

ServiceNow

Windows OS

Active Directory

Technical documentation

Tools

Intune

MS Office

VPN clients

Job description

1. Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
5. Administered approved software installations, updates, and security patching in coordination with IT policies.
6. Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
8. Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
10. Assisted with Active Directory tasks, basic user account management, and smart hands support.
11. Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
13. Followed ITIL practices for incident, problem, and service request management in corporate environments.