Desktop Support Technician

SUMMARY:
Responsible for providing first level IT support including desktop, telephony, printer, hardware and general software support thus contributing to our clients staff productivity.

Minimim qualification  for the role is matric, A +, N + and MCITP

POSITION INFO:
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