Desktop Support Engineer

Posted 7 months ago

Sandton Gauteng
(Fixed-term 6 month contract)

To start ASAP

Role purpose:

The role of the Analyst is to take ownership of end- to -end management of incidents logged in the Call Logging System for clients/customers  in order to reduce aged incidents, drive the progression of incidents towards resolution quickly and to resolve incidents within SLA. Support on-site end-user base troubleshooting desktop and application related incidents

• Incident Management
• Lead coordination on all incidents to drive issues to the quickest possible resolution
• Collaborate with vendors and suppliers (i.e. service desk /3rd parties / customer resolver teams) for process and system for progression to resolution in the quickest possible time, without failing on quality.
• Troubleshooting end-user desktop and compute related incidents
• Consistent and clear communication with internal and external team throughout the lifecycle of the incident.
• Acquire and maintain a strong understanding and knowledge of the customer and their processes.
• Work closely with peer across the IT operation to provide a world class service to our clients.
• Excellent ability to follow any given process and reference documentation.
• Ability to document given procedures
• Proactively avoid customer escalations through active management of all incidents and prevent escalations due to a lack of progress and/or updates.

Escalation management:
• Escalate both internally and externally, when required, according to defined Escalation paths and processes.
• Identify and highlight service risks and issues to appropriate management team

Trend reporting:
• Identify trends, patterns and issues during the course of daily incident management and provide management with the necessary reports.
• Measure and analyse inbound call volumes and call types with the view of reducing call volumes through active management of issues
• Drive trends and issues towards resolution.
• Attempt to provide solutions to trends/patterns of issues raised in order to maximize productivity.

• Adhere to delivery of standard reporting packs

• Excellent working knowledge of MS Office & Windows XP/Windows7/Windows10 and Office 365 + Mac
• 3-5 years in the Customer Service industry with direct input into a technical environment.
• Solid understanding of General IT equipment e.g. Switch, routers, RAM etc.

• Grade 12 – subjects: Mathematics, Computer Science.
• MCSA Windows 10
• MCSA: Office 365

• Grade 12 – subjects: Mathematics, Computer Science.
• CSA Windows 10
• MCSA: Office 365


Deadline for applications is 28/02/2019

For more information, call Jackie Jacks on 072 487 3387 or send your CV to

Job Features

Job CategoryInformation Technology

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