Desktop Support Engineer

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.

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