Overall Purpose of the Job

• To support the Senior Desktop Engineer and team by providing computer (hardware and software) support to the DUT in order to ensure excellent customer service and alignment with the objectives of ICT and those of the DUT.

Desktop Engineer 
ICTS Customer Service 

Education (Formal Qualification Required)

Minimum

• NQF 6 Information Technology or related qualification

Ideal

• An NQF Level 6 qualification and CompTIA A+ certification

Key Competencies Requirements (e.g. Skills, expertise, etc.)

Minimum

• Server Operations
• Special Application Software
• Desktop Support

Experience (Minimum Experience Required)

• Five years’ IT Support 

Position Decription 
Provide Support

• Receive and analyse a request to determine the nature and extent of the support to be provided; or
• The need for provision of support is identified during the execution of outputs
• Diagnose the problem to determine the appropriate action
• Provide information
• Provide possible solutions
• Conduct research to develop a solution (internet problem resolution)

Customer Advice

• Manages relationships with, and regularly assesses needs and views of core customers in the DUT in order to improve the quality and effectiveness of services specifically in the following:
• Ensures efficient up to date and continuous Desktop support service to all DUT Users
• Determines user needs and responds promptly and appropriately, referring when necessary

Conduct Fault Analysis

• Receive a request for the analysis of faults and analyse to determine the nature and extent of the fault analysis; or
• Fault analysis must be conducted in accordance with scheduled reports/activities
• Monitor the fault analysis tools to determine any faults to be analysed

Repair/Maintain Desktop/Laptop

• Identify the required maintenance on the desktop/laptop
• Upgrading of hardware/software
• Updating software
• Addition/removal of software
• Conduct the repair/maintenance and test the desktop/laptop to ensure that it is fully operational

Ensure Service Quality

• Service quality must be analysed in accordance with scheduled analysis activities
• Collect the necessary data for the analysis process from the various sources utilising the relevant business tools
• Collate the analysed information into the prescribed format
• Consult the necessary standards and specifications to determine the quality levels applicable