Technician 3, Desktop Support (IT Asset Management Analyst , HAM , CMDB, ITAM, ServiceNow) 6-9 years

Western Digital; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Inclusive work environment

Accommodations for applicants with disabilities

Job summary

A global data storage company is seeking a Technician 3 for Desktop Support in Bengaluru. The role focuses on IT asset management, providing IT support, and assisting with onboarding. Candidates should have 5-8 years in desktop support, preferably with an ITIL Foundation certification. This full-time position offers the opportunity to work in an inclusive environment and contribute to diverse teams.

Qualifications

• 5–8 years of hands-on experience in desktop support and asset management.
• ITIL Foundation certification (preferred).
• Experience working with ServiceNow or similar ticketing/asset systems.

Responsibilities

• Maintain accurate and up-to-date records of all IT assets.
• Provide Level 1 and Level 2 IT support for internal users.
• Assist with new user setups and training.
• Track and manage inventory of computers and peripherals.
• Generate and analyze monthly reports on ticket metrics.

Skills

Asset Management

Desktop Support

Technical Onboarding

Reporting & Compliance

Communication Skills

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

Microsoft Excel

PowerShell

Job description

Overview

Technician 3, Desktop Support (IT Asset Management Analyst, HAM, CMDB, ITAM, ServiceNow) 6-9 years

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible. Western Digital is a company of problem solvers, delivering data-centric solutions under the Western Digital®, G-Technology™, SanDisk®, and WD® brands. We partner with leading organizations and support a range of platforms and devices across business and consumer tech.

Responsibilities

• Asset Management (Primary Focus): Maintain accurate and up-to-date records of all IT assets (hardware, software, peripherals, licenses); track the full asset lifecycle from procurement to deployment, maintenance, and disposal; conduct regular physical and digital asset audits and reconciliations; ensure assets are properly tagged, labeled, and inventoried; collaborate with Finance, Procurement, and IT teams for budgeting, compliance, and purchasing; update and manage records in the asset management tool (e.g., ServiceNow); ensure Just-In-Time inventory support for the region.
• Desktop Support: Provide Level 1 and Level 2 IT support for internal users (hardware, software, peripherals, and connectivity issues); support via walk-in, remote tools, email, chat, or ticketing system (ServiceNow); install and configure desktops, laptops, printers, scanners, mobile devices, and related peripherals; troubleshoot and resolve common issues (internet access, password resets, email access, printer malfunctions); escalate complex issues as needed; perform system diagnostics, log analysis, and root cause identification; document all support incidents in the ticketing system and maintain resolution records.
• Technical Onboarding & Training: Assist with new user setups and onboarding, including system configuration and orientation; provide user training on system usage, best practices, and tools; create and update training documentation, quick-start guides, and support FAQs.
• Inventory & Procurement Support: Track and manage inventory of computers, accessories, peripherals, licenses, and more; coordinate with vendors and internal stakeholders for procurement and refresh cycles; assist in the installation and retirement of systems according to IT lifecycle policies.
• Reporting & Compliance: Generate and analyze monthly reports on ticket metrics and asset audit results; support audits and compliance activities with accurate asset documentation; present insights and trends based on ServiceNow data and Excel reports.

Qualifications

• Bachelor’s degree in Information Technology or related field (or equivalent experience).
• 5–8 years of hands-on experience in desktop support and asset management.
• ITIL Foundation certification (preferred).
• Experience working with ServiceNow or similar ticketing/asset systems.

Technical

• Asset Management Systems (ServiceNow preferred)
• Microsoft Excel (Advanced Level)
• Windows OS, macOS, MDM (SCCM, JAMF, Intune)
• Basic scripting (PowerShell preferred)
• Knowledge of LAN, WAN, VPN, and network troubleshooting

Interpersonal

• Strong communication skills, both verbal and written.
• Ability to support VIPs and non-technical users patiently and clearly.
• Documentation, collaboration, and follow-up skills.
• Proactive and customer-focused mindset.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Computer Hardware Manufacturing, Computers and Electronics Manufacturing, and Semiconductor Manufacturing

Additional Information

Western Digital thrives on the power and potential of diversity. We are committed to an inclusive environment where every individual can thrive through belonging, respect, and contribution. We offer accommodations for applicants with disabilities. If you need an accommodation, contact [e-mail] with the job title and requisition number.

Notice to Candidates: Western Digital and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. If you encounter such requests, report them to Western Digital Ethics Helpline or email [e-mail].

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