Desktop Support Engineer

Brighton -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 client 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 client
• 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.
• 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.

Wipro is an exciting organization to work for. We ranked as a “Top Employer” as part of the Top Employer Institute annual listings. We were assessed on several key HR practices including Diversity and Inclusion.

Benefits

You will receive a competitive salary, a generous benefits package, training, and development, as well as an exciting career within a fast paced and dynamic business. Your benefits include

• Contributory pension of up to 5%
• 4x life insurance policy
• Private medical insurance (50)

Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.

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