Technician 3, Desktop Support (IT Asset Management Analyst , HAM , CMDB, ITAM, ServiceNow) 6-9 years

Job Description

1. Asset Management (Primary Focus):

• Maintain accurate and up-to-date records of all IT assets (hardware, software, peripherals, licenses).
• Track the full asset lifecycle – from procurement to deployment, maintenance, and disposal.
• Conduct regular physical and digital asset audits and reconciliations.
• Ensure all assets are properly tagged, labeled, and inventoried.
• Collaborate with Finance, Procurement, and IT teams for budgeting, compliance, and purchasing.
• Update and manage records in the asset management tool (e.g., ServiceNow).
• Ensure Just-In-Time inventory support for the region.

2. Desktop Support:

• Provide Level 1 and Level 2 IT support for internal users (hardware, software, peripherals, and connectivity issues).
• Support via walk-in, remote tools, email, chat, or ticketing system (ServiceNow).
• Install and configure desktops, laptops, printers, scanners, mobile devices, and related peripherals.
• Troubleshoot and resolve common issues: internet access, password resets, email access, and printer malfunctions.
• Escalate complex or unresolved issues to higher-tier support or specialised teams.
• Perform system diagnostics, log analysis, and root cause identification.
• Document all support incidents in the ticketing system and maintain resolution records.

3. Technical Onboarding & Training:

• Assist with new user setups and onboarding, including system configuration and orientation.
• Provide user training on system usage, best practices, and tools.
• Create and update training documentation, quick-start guides, and support FAQs.

4. Inventory & Procurement Support:

• Track and manage inventory of computers, accessories, peripherals, licenses, and more.
• Coordinate with vendors and internal stakeholders for procurement and refresh cycles.
• Assist in the installation and retirement of systems according to IT lifecycle policies.

5. Reporting & Compliance:

• Generate and analyse monthly reports on ticket metrics and asset audit results.
• Support audits and compliance activities with accurate asset documentation.
• Present insights and trends based on ServiceNow data and Excel reports.

Qualifications

• Bachelor’s degree in Information Technology or related field (or equivalent experience).
• 5–8 years of hands-on experience in desktop support and asset management.
• ITIL Foundation certification (preferred).
• Experience working with ServiceNow or similar ticketing/asset systems.

Technical:

• Asset Management Systems (ServiceNow preferred)
• Microsoft Excel (Advanced Level)
• Windows OS, macOS, MDM (SCCM, JAMF, Intune)
• Basic scripting (PowerShell preferred)
• Knowledge of LAN, WAN, VPN, and network troubleshooting

Interpersonal:

• Strong communication skills, both verbal and written.
• Ability to support VIPs and non-technical users patiently and clearly.
• Documentation, collaboration, and follow-up skills.
• Proactive and customer-focused mindset.

Additional Information

Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at jobs.accommodations@wdc.com to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

Notice To Candidates: Please be aware that Western Digital and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to Western Digital Ethics Helpline or email compliance@wdc.com.