Desktop Support Technician

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: 1/16/2025