Skill Set: Deskside Support L1
Position: Backfill
Location: Rome, Italy
Language: Italian (B2) & English (B2)
Days per week: On Demand (Not 5 days per week)
Key Responsibilities:
* Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
* Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
* Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
* Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
* Administered approved software installations, updates, and security patching in coordination with IT policies.
* Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
* Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
* Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
* Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
* 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.
* Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
* Followed ITIL practices for incident, problem, and service request management in corporate environments