Desktop Support Technician

Role: Responsible for providing first level IT support including desktop, telephony, printer, hardware and general software support thus contributing to our clients staff productivity Key Performance Areas: Providing Desktop hardware and software support 30% Commissioning new desktops and phone extensions 20% Providing support with the company VoIP system 10% Providing level 1 administration support on the company Office 365 tenant 15% Complete daily IT checks and provider reports 15% Competency Requirements for Position Knowledge: Knowledge of desktops and server hardware and operating systems Knowledge of Customer Service principles Skills: Skilled in installing and troubleshooting desktops and server hardware and operating systems Written and verbal communication skills Behavioral: Customer Responsiveness Problem solving Accurate Attention to detail Ability to operate independently Minimum Qualification: Matric Qualification COMPTIA A, Network , MCITP Minimum Experience: 2 years experience in an ICT environment repairing desktops and preferably also repairing servers Other Requirements: Must be willing to work overtime, if required Job Grade: C1 Key Stakeholder Relationships Internal All Departments External Suppliers Key Performance Areas & Indicators Provide Desktop hardware and software support Respond to ticket logged by internal department - Respond within 1 hour to ticket Diagnose possible hardware faults and take appropriate corrective action to resolve problem - Accurate diagnosis of root causes - Efficient resolution Diagnose possible software faults and take appropriate corrective action to resolve problem - Update Remedy on a daily basis Provide the company staff/management with regular progress reports - Positive Customer feedback Commission new desktops and phone extensions Prepare operating system and load applicable software - Install within 2 hours Install desktop hardware and applicable telephone - Complete within 30 minutes Provision VoIP extensions - Complete within maximum of 4 hours Providing support with the company VoIP system Diagnose possible hardware faults and take appropriate corrective action to resolve problem - Accurate diagnosis of root causes - Efficient resolution Diagnose possible software faults and take appropriate corrective action to resolve problem - All licenses are allocated correctly Manage available Mitel extension licenses and extension allocation information - Extension information is up to date Providing level 1 administration support on the company Office 365 tenant Provide support to reset the company staff user accounts and passwords - Respond within 15mins of request Provide support to unlock the company staff user accounts - Efficient resolution Complete daily IT checks and provide reports Complete daily HSBC DR and boardroom checks. Provide status reports - Accurate and timeous reports to System Administrator Provide IT asset reports desktop and software license reports - Complete daily physical inspection of the company IT equipment racks. Provide status report

Location: Johannesburg, ZA

Posted Date: 1/17/2025