Desktop Technician/service Desk Agent/change

2 weeks ago

Johannesburg, South Africa Unique Personnel Full time

**Job Number**
- 72228

**Job Type**
- Permanent

**Job Title**
- Desktop Technician/Service Desk Agent/Change Management Admin

**Computer Skills**
- IT related

**Industry**
- Hosting services

**City**
- Johannesburg

**Province**
- Gauteng**Roles and Responsibilities**:
**Desktop Technician**:

- **End-User Support**:

- Provide technical support to end-users, addressing hardware and software issues.
- Install, configure, and troubleshoot desktops, laptops, and peripherals.
- **Hardware and Software Maintenance**:

- Conduct regular maintenance tasks, including hardware upgrades and software patches.
- Collaborate with vendors to resolve hardware and software-related issues.
- **Documentation**:

- Maintain accurate records of hardware inventory, software licenses, and user configurations.
- Create and update documentation for troubleshooting procedures and solutions.

**Service Desk Agent**:

- **First-Line Support**:

- Serve as the first point of contact for IT-related issues, providing timely and effective support.
- Log, categorize, prioritize, and assign incidents and service requests.
- **Communication**:

- Clearly communicate technical solutions to non-technical end-users.
- Keep end-users informed about the status and resolution of their reported issues.
- **Knowledge Base Management**:

- Contribute to the development and maintenance of a comprehensive knowledge base.
- Assist in the creation of user guides and FAQs to enhance end-user self-help options.

**Change Management Admin**:

- **Change Request Processing**:

- Facilitate the submission, review, and approval of change requests.
- Ensure that change requests align with organizational policies and procedures.
- **Coordination**:

- Collaborate with IT teams to schedule and coordinate changes, minimizing impact on end-users.
- Communicate change schedules and potential disruptions to relevant stakeholders.
- **Documentation and Reporting**:

- Maintain accurate records of implemented changes and their outcomes.
- Generate reports on change management activities and provide insights for continuous improvement.**Inherent Requirements**
- 3 to 5 years’ experience in Desktop Management with ITIL certificate.**Qualifications**:

- High school diploma or equivalent; relevant certifications or degree in IT is a plus.
- Proven experience in desktop support, service desk operations, or change management.
- Strong troubleshooting and problem-solving skills.
- Excellent customer service and communication skills.
- Familiarity with ITIL principles and change management frameworks is desirable.

**What Qualification**
- IT

**Minimum Qualification**
- Diploma

**Status**
- Available

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