Desktop Support Specialist

5 days ago


Midrand, Gauteng, South Africa Fidelity Services Group Full time

Fidelity Services Group is seeking a highly skilled Desktop Support Specialist to join our IT Operations team. As a key member of our team, you will be responsible for providing comprehensive technical support and maintenance services to our internal users.

This role involves traveling to various locations, installing new equipment, addressing service requests, troubleshooting technical issues, and delivering technical training on company equipment.

To excel in this role, you must possess exceptional troubleshooting skills, extensive field experience, and the ability to adapt to dynamic work schedules.

  • Provide on-site service and support during field visits or dispatches.
  • Manage installation, repair, maintenance, and testing of IT assets at various locations.
  • Diagnose technical errors or problems and determine appropriate solutions.

Key Result Areas (KRAs) And Key Performance Indicators (KPIs)

  • Customer Service
  • Call Management
  • First Call resolution of 90% or greater.
  • 95% SLA on Priority 1 Calls.
  • 95% SLA on Priority 2 Calls.
  • 92% SLA on Priority 3 Calls.
  • 92% SLA on Priority 4 Calls.
  • User satisfaction rating 90% or greater.


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