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Desktop Engineer

2 months ago

Cape Town, South Africa Capita Full time
Job title : Desktop Engineer Job Location : Western Cape, Cape Town Deadline : August 17, 2024 Quick Recommended Links
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Job Description:

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.

Professional Know-how

Academic:

  • Grade 12 (Matric)
  • Certification in A+, N+ and/or MCTS/MCITP, CCNA, ITIL

Experience:

  • 2-3 years IT support experience

Working Relationships

Internal:

  • Operations/functional line

External:

  • Vendors/External service providers

Primary Responsibilities

  • Must be able to perform labour intensive tasks, as well as to work after hours, on weekends and on standby when necessary
  • Attention to detail to ensure that all IT equipment is setup in line with industry standards.
  • Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution.
  • Makes quick, clear decisions which may include tough choices or considered risks.
  • Listens, supports and cares for others and Shows empathy.
  • Relates well to people at all levels.
  • 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
  • Provides day to day end user support.
  • 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 Capita policies & procedures to team members
  • Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site.
  • Ensure safe working practices are adopted by themselves and other employees in their work areas to maintain a safe working environment for employees and clients. These are defined in the staff handbook.
  • Work in compliance with the code of conduct of Capita and its commitment to equal opportunities.
  • Quality assurance
  • capturing and managing asset tracking during deployment and working with IT Asset team to ensure timeous updates back to them

Management/Supervisory Responsibility:

This position does not have a management responsibility.

Key Competencies

Knowledge (what must I know):

  • Experience working in a fast-paced and structured environment is an advantage
  • Quality Assurance principle

Skills and Abilities (what must I be able to do / display)

  • Working with people
  • Attention to detail
  • Persuading and influencing
  • Coping with pressures and setbacks
  • Commercial Awareness
  • Relating and networking
  • Structured Thinking
  • Strategic Management
  • Methodical approach
  • Commitment to Customer Excellence
  • Business acumen
  • Quality Management
  • Ability to conform to policy and Procedure
  • Championing Capita’s Values (VOICE)

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