Desktop Engineer at Capita

Job Description:

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.

Professional Know-how

Academic:

• Grade 12 (Matric)
• Certification in A+, N+ and/or MCTS/MCITP, CCNA, ITIL

Experience:

• 2-3 years IT support experience

Working Relationships

Internal:

• Operations/functional line

External:

• Vendors/External service providers

Primary Responsibilities

• Must be able to perform labour intensive tasks, as well as to work after hours, on weekends and on standby when necessary
• Attention to detail to ensure that all IT equipment is setup in line with industry standards.
• Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution.
• Makes quick, clear decisions which may include tough choices or considered risks.
• Listens, supports and cares for others and Shows empathy.
• Relates well to people at all levels.
• 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
• Provides day to day end user support.
• 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 Capita policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site.
• Ensure safe working practices are adopted by themselves and other employees in their work areas to maintain a safe working environment for employees and clients. These are defined in the staff handbook.
• Work in compliance with the code of conduct of Capita and its commitment to equal opportunities.
• Quality assurance
• capturing and managing asset tracking during deployment and working with IT Asset team to ensure timeous updates back to them

Management/Supervisory Responsibility:

This position does not have a management responsibility.

Key Competencies

Knowledge (what must I know):

• Experience working in a fast-paced and structured environment is an advantage
• Quality Assurance principle

Skills and Abilities (what must I be able to do / display)

• Working with people
• Attention to detail
• Persuading and influencing
• Coping with pressures and setbacks
• Commercial Awareness
• Relating and networking
• Structured Thinking
• Strategic Management
• Methodical approach
• Commitment to Customer Excellence
• Business acumen
• Quality Management
• Ability to conform to policy and Procedure
• Championing Capita’s Values (VOICE)