Help Desk Engineer

3 weeks ago

Johannesburg, South Africa Quality Select Recruitment Full time
We are looking for a skilled and customer-focused Service Desk Engineer to join our IT team. The Service Desk Engineer will be responsible for providing technical support and assistance to end-users, resolving IT issues, and ensuring the smooth functio...

  1. Technical Support: Provide first and second-level technical support to end-users via phone, email, chat, or in person. Troubleshoot and resolve hardware, software, and network issues in a timely and efficient manner.

  2. Incident Management: Log, track, and prioritize support tickets using the IT service management system. Escalate complex or unresolved issues to higher-level support teams or management as needed. Follow up with users to ensure that issues are resolved satisfactorily.

  3. Hardware and Software Deployment: Install, configure, and deploy desktops, laptops, printers, peripherals, and software applications according to organizational policies and procedures. Provide user training and guidance on IT tools and resources.

  4. System Administration: Assist with user account management, password resets, access permissions, and security settings. Maintain and update documentation related to IT systems, procedures, and troubleshooting guides.

  5. Remote Support: Provide remote assistance to users working in different locations or offsite. Use remote desktop tools and technologies to troubleshoot issues, perform software installations, and provide technical assistance as needed.

  6. IT Asset Management: Maintain an accurate inventory of IT assets, including hardware, software licenses, and peripherals. Coordinate with procurement and finance teams to track asset purchases, returns, and replacements.

  7. Customer Service: Deliver excellent customer service and support to end-users, ensuring that their needs and expectations are met or exceeded. Communicate effectively with users to understand their issues, provide status updates, and follow up on resolutions.

  8. Knowledge Management: Contribute to the creation and maintenance of a knowledge base containing solutions, FAQs, and troubleshooting tips for common IT issues. Share knowledge and best practices with other team members to improve overall service delivery.

    Requirements:

    • Matric with higher grade maths
    • Bachelor's degree in information technology, computer science, or related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) preferred.
    • Proven experience in a technical support role, preferably in a service desk or help desk environment.
    • Strong knowledge of Windows operating systems, Microsoft Office Suite, hardware troubleshooting, and networking concepts.
    • Familiarity with IT service management frameworks such as ITIL (Information Technology Infrastructure Library).
    • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
    • Problem-solving skills and ability to work under pressure in a fast-paced environment.
    • Customer-focused mindset and dedication to delivering high-quality service and support.

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