IT Desktop Support

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The remit of a desktop engineer is to ensure that computer users can work productively and with minimal disruption. They are responsible for resolving technical problems, maintaining systems, and supporting users so that technology becomes an enabler, not an obstacle.

A new engineer will often be tasked with assembling and installing desktops, ensuring systems are up to date with security patches, and providing end-user assistance. As technology evolves, desktop engineers also play a key role in training users on new software and IT solutions, ensuring smooth adoption across the business.

Level 1 – Service Desk Analyst

• First point of contact for users with IT issues.
   
• Logging incidents, diagnosing basic faults, and escalating unresolved issues to 2nd or 3rd line support.
   
• Strong customer service and clear communication skills are essential.
   

Level 2 – Desktop Engineer

• Handles tickets escalated from the service desk.
   
• Provides remote and desk-side support.
   
• Installs updates, applies patches, and maintains both desktops and supporting infrastructure.
   
• Liaises with vendors and coordinates fixes for more complex issues.
   

Level 3 – Systems Administrator / Infrastructure Engineer

• Oversees servers, networks, and enterprise systems.
   
• Responsible for applying critical updates, managing security, and ensuring system-wide stability.
   
• Works closely with other IT departments to implement changes and maintain business continuity.
   

Microsoft

• Microsoft Certified: Modern Desktop Administrator Associate (MD-102)
   
• Microsoft Certified: Endpoint Administrator Associate
   
• Microsoft Certified: Azure Fundamentals (AZ-900)
   

Cisco

• Cisco Certified Network Associate (CCNA)
   
• Cisco Certified Network Professional (CCNP Enterprise)
   

Other Industry-Recognised Certifications

• CompTIA A+ (ideal for entry-level desktop engineers)
   
• CompTIA Network+ / Security+
   
• ITIL Foundation (for service management best practices)
   
• VMware Certified Professional (VCP)