Job Description

To provide technical support and maintenance for computer systems, applications, hardware, software and all other ICT resources utilised in the organisation. The Desktop Technician ensures support services rendered to users meet the user requirements and are delivered on time in compliance with published service level agreements and service catalogues.
Key Responsibilities
Key Performance Areas:
1. Technical Support and Troubleshooting

• Provide level 1 and level 2 support for end-users, including desktop/laptop/tablet hardware, software and network connectivity:

o Answer incoming calls from end-users reporting technical issues and provide real-time assistance.
o Diagnose and resolve technical issues promptly to ensure minimal disruption to end-users.
o Log all support requests accurately into the ITSM system.
o Escalate unresolved issues to the appropriate team or technician when necessary.
o Provide feedback to users and follow- up with users to ensure resolution and satisfaction with the support provided.
o Implement updates and patches to maintain system performance and security.
o Respond promptly to support requests, diagnosing and resolving technical issues within agreed service level agreements.
o Use remote support tools to assist end-users as needed.
2. Hardware and Software Management

• Install, configure, and maintain desktop, laptop and tablet systems, operating systems and applications.
• Manage software installations, upgrades, and patches.
• Maintain inventory or hardware and software resources and handle asset tagging.
• Maintain security standards by enforcing policies and addressing identified system vulnerabilities.
• Perform regular system maintenance and security:

o Conduct regular maintenance tasks e.g. system updates, backups and virus/malware scans.
o Adhere to and enforce IT security policies including account management and access control.
3. Network and Connectivity

• Provide support with basic network troubleshooting, including LAN/WAN connectivity, VPN access and Wi-Fi.
• Configure and troubleshoot networked peripherals such as printers and scanners.

4. User Training and Collaboration

• Educate users on best practices for security, productivity tools, and general IT usage.
• Create and maintain documentation for IT policies, procedures and troubleshooting steps.
• Collaborate with other IT team members to resolve technical challenges and escalate complex issues as required.
• Liaise with external vendors for warranty support and equipment repairs.

Key Measures/KPIs * Technical support requests resolved within agreed Service Level Agreement (SLA) timeframes.

• Customer support surveys evaluating user experience.
• Average time taken to resolve support tickets.
• Hardware and software deployment efficiency.

Key Internal Liason Relationships * All DBSA staff
Key External Liason Relationships * Service providers

• Other external stakeholders and clients

Expertise & Technical Competencies
Qualifications and Experience:
Minimum Requirements:

• A Bachelor's Degree in Information Technology or equivalent.
• A minimum of 4 years in IT desktop support experience for a medium to large size organisation.
• Proficiency in Windows, macOS, Microsoft Operating Systems and/or Linux operating systems.
• Proven knowledge of MS Office Suite, email configuration, imaging of devices and common productivity tools.
• General understanding of networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and multitasking abilities.
• Strong communication and interpersonal skills.
• Demonstrated ability to work independently and as part of a team.

Desirable Requirements:

• Customer service training or certificate.
• Experience in user application support and using call administration system.
• Certifications: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST) or similar certifications.

Technical Competencies:
a) IT Security

• Demonstrates awareness of security requirements.
• Demonstrates awareness of privacy requirements and standards.
• Understands concepts of IT security and its application to computer systems architecture.

b) IT Network and Securities

• Has a broad understanding of users and department staff on usage of available IT network solutions to increase productivity.
• Maintain an accurate record of technical specifications related to networks etc. and update those as necessary.

c) IT Support

• Contacts end-user / customer to follow up on services and/or solutions to ensure that their needs have been correctly and effectively met.
• Understands issues from the end-user/customer's perspective.
• Keeps end-user/customer up-to-date with information and decisions that affect him/her.
• Monitors services provided to end-user / customer and makes timely adjustments as required.
• Proposes new, creative and sound alternatives to improve technical services.
• Uses advanced techniques in solving technical problems.

d) Planning & Organising

• Is relied on to help others plan and organise their workload.
• Uses effectively advanced time management processes to deal with high workloads and tight deadlines.
• Organises, prioritises and schedules tasks so they can be performed within budget and with the efficient use of time and resources.
• Achieves goals promptly, despite obstacles encountered, by organising, reprioritising and re-planning.

e) Written Communication

• Understands that different writing styles are required for different documents or audiences.
• Write effective correspondence, prepare questions and reports, statements of circumstance and briefing notes.
• Reviews others' documents for clarity and impact.
• Has a solid mastery of writing principles such as grammar, sentence construction etc.

Required Personal Attributes
Behavioural Completencies:
a) Information Seeking and Analysis

• Breaks down problems into simple lists of tasks or activities
• Investigates the problem or situation beyond routine questioning.

b) Achievement Orientation

• Focuses on new or more effective ways of improving own work and meeting targets.
• Focuses on raising quality, customer satisfaction and revenues.
• Formulates own objectives and action plans in order to achieve a measurable improvement in the future.
• Makes specific changes to systems and processes in order to improve efficiency and quality.

c) Self-awareness & Self Control

• Ignores angering actions and continues a conversation or task. May leave temporarily to withhold emotions, then return immediately to continue
• Feels strong emotions in the course of a conversation or other task, such as anger, extreme frustration, or high stress; holds the emotions back, and continues to act calmly.

d) Customer Service Orientation

• Views others, including colleagues, as customers and wants to meet their needs.
• Keeps the customer informed of relevant developments or changes.
• Gains the trust of customers by maintaining clear, two-way communication regarding mutual expectations and satisfaction with service.
• Admits possible errors or mistakes to customers.

e) Attention to Detail

• Double-checks the accuracy of information or work.

Ensures that the work produced doesn't contain any errors.
f) Flexibility

• Changes his/her perception, and ideas or alters normal procedures to fit a specific situation to get a job done and/or meet company goals.

g) Teamwork & Cooperation

• Values and utilises the expertise of colleagues, asking for ideas and input and collaborates to form decisions and plans.

Willingly learns from others. * Creates opportunities for knowledge and expertise sharing between all members of the team.
h) Analytical Thinking

• Identifies the cause-and-effect relationship between two aspects of a situation

i) Integrity

• Takes pride in being trustworthy, serves all equally, respects others and embraces diversity.
• Is honest in all relations (internal/external relations).