Temp Desktop Engineer

• Provide technical IT support and assistance to clients; and to perform routine troubleshooting and provide solutions; and refer major hard/software problems to ICT helpdesk.

Outputs:

• Ensures that adequate information has been captured in the description of work and materials used on each ticket.
• Receives email calls regarding general network and application software problems /queries
• Assists callers with ICT problem resolution (provides limited 2nd line support)
• Escalate to 2nd and 3rd line where necessary
• Ensures compliance with the Ticket (Work Order) process
• Captures all calls or enquiries received on the system and issues reference number as required
• Resolves tickets and completes all the relevant fields on each ticket
• Provides Manager with weekly reports
• Retains record of references.
• Monitors and reviews call status
• Customer satisfaction
• Back-end Support

Minimum Requirements:

• Matric
• National Diploma in IT
• A+
• ITIL
• N+ would be an advantage
• 3 years related experience

Knowledge:

• Policies and Procedures
• Administration Systems
• CRM
• Statutory Requirements
• Information Technology
• Systems
• Project management

Skills:

• Advanced Computer
• Literacy
• Communication
• Problem solving
• Decision making
• Interpersonal
• Negotiation
• Conflict Handling
• Presentation
• Time Management
• Relationship versatility
• Project management