Desktop support requirements is to provide on-site support for local PC Platforms for both on-site and remote users. This includes Desktop PC& Laptops, Thin Clients and mobile devices such as Smart Phones and Tablets as well as the Users associated peripherals such as printers/scanners and all other LAN connected peripherals.
This support is to be provided in such a manner as to make the business applications of Client, effectively available to Users so that they have the opportunity to extract maximum business benefit from those applications
Job Requirements Specific responsibilities of Desktop Support
First line troubleshooting, problem resolution and closure, support and assistance for all Desktop, Laptop and Thin Client hardware, software and peripherals in the agreed locations.
Adherence to a call logging process
First line support of mobile Smart Phones and Tablets to facilitate corporate email and Wireless connectivity to the Client network.
Endpoint protection of end user computing devices
Personal assistance to end users covering hardware, operating system, file and print, personal productivity suites, email, Internet, Intranet access.
Carry out swop out activities for disabled or faulty PC&, laptops and or/peripherals, ensuring a minimum downtime of the user. Move faulty equipment to staging area and arrange with Helpdesk for repair activities to be initiated.
Desktop problem resolution in accordance with agreed service levels
Provide for and assist users in data migration and /or backup prior to data erasure during support services.
Control of all authentic purchased legal Software licences ensuring that piracy does not occur, be it intentional or not
Provide remote support using any industry accepted remote support software.
Carry out bi-annual audit of all PC hardware and PC software, with particular focus on the control of authentic and paid up software licences, highlighting any irregularities and preventing any illegal usage
Provide technical advice, recommendations on industry standards, virus detection, connectivity issues etc.
Manage any relevant 3rd party service provider to access sites and in the performance of their duties.
Cabling requests
Connectivity requests
Ensuring that the operating system and personal productivity applications are up to date with the latest service packs, patches and drivers
Ensuring that the operating system and personal productivity applications are configured for optimal performance using industry best practice
Interface and collaborate with other 3rd party vendors to ensure seamless integration and support services
Installation, configuration, move and/or upgrades to all designated EUC devices, both software and hardware, including peripherals and their associated driver
Experience:
At least 2-3 years& experience as an On-site Desktop Engineer
Technology Skills required:
Windows 7/8/10
Active Directory Services.
Microsoft Exchange & Outlook.
LAN – Switches/Wireless/Voice
Microsoft Office
Microsoft Explorer & Configuration Troubleshooting
Network Printing
Job Related Skills required
Service quality orientated
Process and procedure driven
Tenacity
Customer focused
Excellent telephone manner
Troubleshooting skills in End User Computing technologies
Analytical skills & root cause analysis.
Time management
Ability to deal with senior levels of client personnel Methodical and strong administration skills
Communication skills
Working Hours:
Normal business hours 08h00 to 17h00 Monday to Fridays excl. Public Holidays Overtime may occasionally be required
