Job Description
Skill Set: Deskside Support Technician level 1
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nDays per week: Dispatch on demand
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nLocation:Ahmedabad India
nContract: B2B/Freelance
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nRoll Type: dispatch on demand
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nLanguage: English & Local Language
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nKey Responsibilities:
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n1. Provided first-level technical support for desktop and laptop hardware, software, and peripheral-related issues.
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n2. Responded to and resolved incidents and service requests through ticketing systems within agreed SLAs.
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n3. Performed basic IMAC (Install, Move, Add, Change) activities for end-user devices and workstations.
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n4. Installed, configured, and supported Windows operating systems, Microsoft Office, Outlook, and standard business applications.
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n5. Assisted users with password resets, account unlocks, and basic Active Directory user account administration.
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n6. Provided deskside and remote support for desktop, laptop, printer, scanner, and other peripheral devices.
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n7. Logged, updated, tracked,



and documented incidents using ServiceNow or similar ITSM tools, escalating unresolved issues to higher support teams when required.
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n8. Assisted with desktop imaging, software installation, system configuration, and asset deployment following IT procedures.
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n9. Supported VPN connectivity, Wi-Fi access, email configuration, and basic network connectivity troubleshooting.
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n10. Maintained accurate asset inventory records and updated technical documentation for incidents and service requests.
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n11. Ensured compliance with IT security policies, antivirus updates, and standard desktop support procedures.
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n12. Delivered courteous and qualified customer support while providing timely updates and following up to ensure ticket closure.
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n13. Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.

📌 End User Support Specialist (Ahmedabad)
🏢 Sharp Brains
📍 Ahmedabad