Desktop Support Technician

SUMMARY:
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%

• Knowledge of desktops and server hardware and operating systems
• Knowledge of Customer Service principles

• Skilled in installing and troubleshooting desktops and server hardware and operating systems
• Written and verbal communication skills

• Customer Responsiveness
• Problem solving
• Accurate
• Attention to detail
• Ability to operate independently

• Matric Qualification
• COMPTIA A+, Network +, MCITP

• 2 years’ experience in an ICT environment repairing desktops and preferably also repairing servers

• Must be willing to work overtime, if required

• C1

• All Departments

• Suppliers

• 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

• 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

• 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

• 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 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

POSITION INFO:
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%

• Knowledge of desktops and server hardware and operating systems
• Knowledge of Customer Service principles

• Skilled in installing and troubleshooting desktops and server hardware and operating systems
• Written and verbal communication skills

• Customer Responsiveness
• Problem solving
• Accurate
• Attention to detail
• Ability to operate independently

• Matric Qualification
• COMPTIA A+, Network +, MCITP

• 2 years’ experience in an ICT environment repairing desktops and preferably also repairing servers

• Must be willing to work overtime, if required

• C1

• All Departments

• Suppliers

• 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

• 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

• 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

• 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 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