Job Role Overview
* We are seeking a highly skilled Desktop Support Technician to join our team.
* This role is ideal for individuals who possess excellent technical knowledge, problem-solving skills and the ability to work effectively in a fast-paced environment.
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Key Responsibilities
* SLA Management: Ensure seamless management of Service Level Agreements (SLAs) and contract adherence.
* Shift Planning: Manage shift planning, including on-call rosters, to guarantee adequate coverage.
* Resource Optimization: Maximize resource productivity by streamlining processes and eliminating inefficiencies.
* Training and Development: Provide employees with training and development opportunities to enhance their skills and performance.
* Security Compliance: Maintain strict security standards across all systems and data.
* Inventory Management: Monitor and maintain sufficient inventory levels at all locations.
* Project Execution: Plan and execute move requests and other projects efficiently.
* Team Leadership: Lead the team by providing technical guidance and support for various tasks.
* Hardware Installation: Install, configure, and maintain desktops, laptops, mobile devices, peripherals, and software.
* Break-Fix Services: Offer prompt break-fix services, including desk-side support, IMACDs, data migration, refreshes, and health checks.
* On-Site Support: Provide on-site technical assistance to end-users, visiting their desks as needed.
* Predictive Maintenance: Identify potential issues that may impact user experience and implement preventive measures.
* Ticket Management: Effectively manage the ticket queue, ensuring timely resolution and closure within agreed service level agreements.
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Required Skills and Qualifications
* Technical Expertise: Proficiency in desktop hardware, software, and peripheral installation, configuration, and maintenance.
* Problem-Solving: Excellent problem-solving skills, with the ability to analyze complex technical issues and provide effective solutions.
* Communication: Strong communication skills, with the ability to explain technical concepts to non-technical stakeholders.
* Teamwork: Proven ability to work collaboratively with cross-functional teams to achieve common goals.