PA- Systems Engineer (Desktop Support)

About the role

We are looking for a PA- Systems Engineer to provide comprehensive system and desktop support within a hybrid work environment. You will manage incidents and service requests through ServiceNow, ensuring timely resolution of Windows and end‑user issues while maintaining high service‑desk quality standards.

Key responsibilities

• Handle end‑user incidents and service requests via ServiceNow with clear documentation and timely updates.
• Troubleshoot and resolve Windows OS and desktop environment issues to keep devices secure and available.
• Manage service‑desk tickets from intake through closure, ensuring accurate categorisation, prioritisation, and escalation.
• Perform remote desktop support using approved tools to diagnose hardware, application, and connectivity problems.
• Monitor incident queues, follow up with stakeholders, and coordinate with application and infrastructure teams.
• Apply knowledge of Windows configurations, user profiles, and access controls to address login, software installation, and performance concerns.
• Maintain knowledge‑base articles and support onboarding/off‑boarding activities.
• Communicate incident status and resolution steps clearly to users and internal partners.
• Contribute to continuous‑improvement initiatives by analysing ticket trends.

Required profile

• Hands‑on experience with structured incident management and ticket lifecycle handling.
• Strong understanding of Windows operating systems and desktop environments.
• Ability to work effectively in a hybrid setting, balancing remote and onsite tasks.
• Excellent documentation and communication skills.

Required skills

• Windows OS
• ServiceNow
• Remote desktop tools