TEMP DESKTOP ENGINEER – WESTERN CAPE – CAPE TOWN CITY CENTRE
The Desktop Engineer in this role will provide first and second line technical support. Should have an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of system problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
Requirements
- Provide first line response for users requiring assistance with system issues and problems.
- Respond to requests for assistance by phone, email and/or using a service desk management system
- Logs all system problems and tracks the calls through to resolution
- Ensures timely escalation of problems by assigning an appropriate priority and resolution
- Documents Service Desk processes, procedures and resolution information
- Diagnoses causes of problems being encountered, and determines/ suggests needed corrective actions
- Follow procedures for software and hardware inventory and license tracking
- Analyze existing hardware and software processes, identify potential improvements
- Standardize and document all new processes and procedures
- Provide a single view to the management for system related problems
- Implements, maintains and manages the cascading of all relevant policies and procedures
- Reports all Health and Safety incidents to the Occupational Health and Safety Officer on site
- Work in compliance with the code of conduct and commitment to equal opportunities
Qualifications
- Matric, diploma or university degree in the field of computer science
- 5 years work experience industry certifications and/ A+, N+ and/or MCTS/MCITP, CCNA,ITIL
- 5 years IT support experience preferably in the BPO Industry
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