Desktop Technician

SUMMARY:
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POSITION INFO:

Duties and Responsibilities:

• IT Manager is supported to ensure effective communication between IT department and the business units.
• All IT decisions, changes, and relevant information is communicated to all users
• Customer service issues are identified, solved, or escalated when required, critical failures are immediately reported to IT Manager
• The IT Manager is supported to provide the required services levels to the organization and any incidents are reported to the IT Manager immediately
• Complains/queries are logged and followed through (within 24 hours) to support all users, priorities are identified and attended to accordingly
• Users changes are monitoring, adjusting, and logged as needed, and unresolved issues escalated where required
• Hardware and software problems are diagnosed on call out to users, and defective components replaced, systems repaired/or escalated where required and logged
• New users are set up according to standards, all hardware requirements and software needs are identified and users set up correctly according to the position.
• User information and access is documented accurately and also available on Active Directory (as per standard)
• Policies, procedures, and company standards are communicated to provide support to new users, company systems and introduced to users and users understand to operate systems according to standards
• Mailing facilities are set up where necessary and address information is captured and communicated to all users
• Users are assisted to prepare projectors and laptops for meetings and presentations

Skills

• Interacting with computers. 
• Collecting data and information. 
• Problem-solving and decision-making.
• Communication. 
• Consulting and advising others.
• Inspecting equipment, structures, or material. 
• Documenting and recording information. 
• Developing objectives and strategies.

Qualifications

• Matric
• PC Engineering (A+) or any related hardware trouble shooting training
• Full competency is typically reached in a 1-2 year period