Careers at Sagility

Senior Specialist in IT infrastructure is to provide specialized expertise and support in various areas of IT operations, contributing to the overall efficiency and effectiveness of the organization's IT functions and helping to address specific technical challenges or projects.Senior Specialist-Desktop Support

Position Overview

The Senior Specialist – Desktop Support provides advanced technical support for end-user computing environments across the organization. This role is accountable for resolving complex desktop, laptop, and workplace technology issues, ensuring system stability, security, and high user satisfaction. The position also contributes to continuous improvement initiatives, project delivery, technical mentoring, and effective management of IT assets, inventory, and procurement coordination.

Key Responsibilities

Technical Support & Operations

• Deliver Level 2 and Level 3 support for desktop, laptop, mobile, and peripheral issues

• Diagnose and resolve complex hardware, software, operating system, and connectivity problems

• Support Windows and macOS operating systems, including deployment, upgrades, and patching

• Manage user accounts, access controls, and device policies using directory and endpoint tools

• Ensure endpoint security compliance, including antivirus, encryption, and vulnerability remediation

• Provide remote and onsite support using approved tools and processes

Incident & Service Management

• Manage incidents, service requests, and problems using ticketing tools such as ServiceNow or similar platforms, ensuring SLA compliance

• Maintain accurate ticket documentation, categorization, prioritization, and closure quality

• Perform root cause analysis and implement permanent fixes for recurring issues

• Escalate and collaborate effectively with infrastructure, security, and application teams

• Support VIP and executive users with discretion and urgency

Asset, Inventory & Procurement Management

• Manage end-to-end IT asset lifecycle including procurement, allocation, tracking, movement, and decommissioning

• Maintain accurate inventory records for hardware, software licenses, and accessories

• Coordinate procurement activities, including raising purchase requests, vendor follow-up, and order tracking

• Ensure asset tagging, audit readiness, and compliance with IT governance standards

• Monitor stock levels and forecast device and accessory requirements

• Coordinate warranty claims, repairs, replacements, and vendor service requests

Projects & Continuous Improvement

• Participate in IT projects such as device refreshes, OS migrations, and tool rollouts

• Contribute to automation, standardization, and process improvement initiatives

• Create and maintain technical documentation, SOPs, and knowledge base articles

• Support asset lifecycle governance, audits, and compliance activities

Leadership & Collaboration

• Mentor junior desktop support staff and provide technical guidance

• Coordinate with vendors for hardware warranty, repairs, procurement, and software support

• Act as a subject matter expert for end-user computing, service operations, and asset management

Required Skills & Knowledge

• Strong expertise in Windows 10/11 and macOS environments

• Hands-on experience with ServiceNow or similar ticketing tools

• Experience in IT inventory management, asset lifecycle tracking, and procurement coordination

• Hands-on experience with Microsoft 365, collaboration tools, and remote access solutions

• Proficiency with endpoint management platforms (Intune, SCCM/MECM, JAMF, or equivalent)

• Solid understanding of Active Directory, Azure AD, and device policies

• Working knowledge of networking fundamentals (DNS, DHCP, VPN, LAN/WAN)

• Experience with endpoint security and patch management solutions

• Familiarity with ITIL-based service management practices

• Strong troubleshooting, analytical, and customer service skills

• Ability to manage high-priority incidents independently

Experience Requirements

• 6–9 years of experience in Desktop Support or End User Computing roles

• Proven experience with ServiceNow ticketing, IT asset management, inventory control, and procurement coordination

• Experience supporting enterprise-scale IT environments

• Prior exposure to executive or VIP support preferred

Education & Certifications

Bachelor’s degree in Information Technology, Computer Science, or related field
(Equivalent professional experience may be considered)

Preferred Certifications:

• Microsoft Endpoint / Azure

• ITIL Foundation

• CompTIA A+ or Network+

Key Performance Indicators

• Incident resolution and SLA adherence

• Ticket quality and service management efficiency

• Asset accuracy and audit compliance

• Procurement and inventory effectiveness

• User satisfaction and service quality metrics

• Endpoint compliance and security posture

Working Conditions

• May require shift work, on-call duty, or weekend support

• Occasional travel for site or project support

BangaloreIndia