Desktop Support Consultant at Bidvest Bank

Primary Purpose

• The primary purpose of a Desktop Support Technician is to provide hands-on technical support to end users, ensuring that their computers and related technologies function smoothly. They address hardware and software issues, provide user training, maintain security measures, collaborate with other IT teams, and contribute to a positive overall user experience

Minimum Requirements

Qualifications

• Matric, A+, N+
• MCP

Experience

• 1-2 years’ experience within a large desktop environment

Working Conditions

• Office bound with regular travel. After-hours (Standby) work required. Flexibility of your time will be a key factor.
• Drivers’ license and own vehicle is a must
• Duties and Responsibilities include but not limited to:

FINANCE

• Review targeted supply arrangements to achieve optimal value for money based on total cost of ownership (price, quality, service, and administration)
• Managing the procurement budget and promoting a culture of long-term savings on costs
• Monitor spend by monthly analysis
• Identify suppliers in line with Code of Good Practice and business objectives
• Maximise Bidvest intercompany spend – monthly reporting

CUSTOMER CENTRICITY

• Service excellence
• Levels and quality of service delivery as experienced by internal and external stakeholders
• Interprets business/ customer requirements in order to provide timeous solutions
• Responsiveness: timeous response, reaction and turnaround time
• Output results from client servicing activities, including value of advice to customer and/ or stakeholders

OPERATIONAL EXCELLENCE

• Internal processes
• Respond to all customer calls through email, Teams, ITSM tool and telephone.
• Technical Troubleshooting: diagnose and resolve technical issues faced by end users. This can range from hardware to software and network connectivity problems.
• Hardware Maintenance: this includes setting up new computers, installing components like RAM or hard drives, and ensuring proper connectivity of peripherals such as printers, scanners, and external drives.
• Site Management: Manage all aspects of branch projects (branch opening, closure, moves and renovations)
• Audio-visual support: Setup, testing and support audio-visual equipment in the boardrooms to ensure optimal availability of the rooms.
• Software Support: assist users with software-related problems. This includes helping with software installation, configuration, and updates, as well as addressing errors or glitches within software applications.
• Remote Assistance: provide remote support and troubleshooting to minimize downtime.
• Security Measures: ensure that end users' devices are up to date with security patches and antivirus software. Also assist in enforcing security protocols and best practices to protect against cyber threats.
• Collaboration: collaborate with other IT teams, such as network engineers and system administrators, to tackle more complex technical challenges that extend beyond the scope of basic desktop support.
• User Experience: Ensuring a positive user experience is a central focus. By promptly addressing technical problems and providing solutions and contributing to overall employee satisfaction and productivity.
• After hours support
• Hardware and Software Upgrades: Assist with upgrading hardware components and software applications, ensuring that systems remain up to date and capable of handling new technologies.
• Inventory/asset Management: Keeping track of hardware and software assets by ensuring that all hardware/software changing hands is properly documented thus contributing to resource allocation, budgeting, and proper maintenance.