The Desktop Engineer in this role will provide first and second line technical support. Should have an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of system problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.


  • Provide first line response for users requiring assistance with system issues and problems.
  • Respond to requests for assistance by phone, email and/or using a service desk management system
  • Logs all system problems and tracks the calls through to resolution
  • Ensures timely escalation of problems by assigning an appropriate priority and resolution
  • Documents Service Desk processes, procedures and resolution information
  • Diagnoses causes of problems being encountered, and determines/ suggests needed corrective actions
  • Follow procedures for software and hardware inventory and license tracking
  • Analyze existing hardware and software processes, identify potential improvements
  • Standardize and document all new processes and procedures
  • Provide a single view to the management for system related problems
  • Implements, maintains and manages the cascading of all relevant policies and procedures
  • Reports all Health and Safety incidents to the Occupational Health and Safety Officer on site
  • Work in compliance with the code of conduct and commitment to equal opportunities


  • Matric, diploma or university degree in the field of computer science
  • 5 years work experience industry certifications and/ A+, N+ and/or MCTS/MCITP, CCNA,ITIL
  • 5 years IT support experience preferably in the BPO Industry


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