Desktop Support Technician at Prescient

Purpose of role:

• The IT Desktop Support Technician is responsible for supporting and maintaining Prescient’s end-user computing environment, including computer systems, desktops, and peripherals. The role involves installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal workstation performance. The technician provides both remote and hands-on deskside support, taking ownership of end-user issues to ensure timely resolution and maintain overall IT service stability.

Duties and responsibilities:
Desktop Support Technician – Key Responsibilities 

• Provide second line and deskside support to end-users by diagnosing and resolving hardware, software, and network issues both remotely and on-site. 
• Install, configure, test, and maintain desktop computers, laptops, and peripheral devices (e.g. monitors, printers, scanners). 
• Diagnose and support operating systems including Microsoft Windows and Apple macOS, ensuring optimal performance and stability. 
• Resolve issues related to printers, copiers, scanners, and other end-user equipment. 
• Support and maintain VoIP telephony, biometric, video conferencing systems, and related technologies. 

 Service Delivery & Incident Management 

• Take full ownership of incidents and service requests from logging through to resolution, ensuring timely updates and service restoration. 
• Deliver responsive, hands-on deskside support aligned to business expectations for rapid issue resolution. 
• Accurately log, categorise, prioritise, and update all tickets in the IT Service Management (ITSM) system. 
• Ensure adherence to service level agreements (SLAs), customer satisfaction targets, and continuous service improvement initiatives. 
• Escalate complex issues to relevant support teams while maintaining accountability and communication with stakeholders. 

 Asset & Environment Management 

• Manage the lifecycle of IT assets, including provisioning, tagging, tracking, maintenance, and decommissioning. 
• Perform routine inspections, preventative maintenance, and upgrades of IT equipment and systems. 
• Maintain accurate records of equipment, incidents, and resolutions in line with operational and audit requirements. 

 User Support & Training 

• Provide guidance and training to end-users on systems, applications, and IT best practices. 
• Communicate effectively with both technical and non-technical users across all levels of the organisation. 

 Documentation & Continuous Improvement 

• Create, maintain, and publish support documentation, SOPs, and knowledge base articles. 
• Contribute to the continuous improvement of IT processes, service delivery, and user experience. 

 Collaboration 

• Work closely with Service Desk, Infrastructure, and other IT teams to ensure a stable and efficient desktop computing environment. 
• Provide input and recommendations on hardware/software procurement and upgrades. 

Required experience:

• 3–5 years’ experience in Desktop Support or Technical Support roles within a corporate environment. 
• Strong understanding and hands-on experience with Microsoft Windows 11 operating systems. 
• Good working knowledge of the Microsoft 365 suite, including Outlook, Teams, and Office applications. 
• Experience using remote support and endpoint management tools. 
• Solid understanding of IT standards, operating systems, networking fundamentals, and industry best practices. 

Required Qualifications:

• Matric (Grade 12) or equivalent qualification. 
• Relevant IT certifications such as CompTIA A+, N+, or Microsoft Certified Professional (MCP) are advantageous. 
• Microsoft Azure Fundamentals (AZ-900) or equivalent cloud certification is advantageous. 
• Basic understanding or exposure to AI tools and technologies (e.g. Microsoft Copilot, automation tools) to support productivity, troubleshooting, and service delivery. 

Key competencies:

• Strong problem-solving and analytical skills with the ability to diagnose and resolve issues effectively. 
• Excellent customer service orientation with clear and professional communication skills. 
• Ability to prioritise tasks and manage time effectively in a fast-paced environment. 
• High level of attention to detail, with strong organisational and documentation skills. 
• Ability to work independently as well as collaboratively within a team environment. 
• Proactive approach to continuous learning, including staying up to date with emerging technologies and AI-driven tools. 
• Demonstrates integrity and discretion when handling sensitive information. 
• Strong sense of ownership and accountability for tasks and outcomes. 
• Positive, team-oriented mindset with a willingness to support colleagues. 
• Methodical and disciplined in approach, ensuring tasks are followed through to completion.