Desktop Support Technician - (Prescient Centralised Services)

DUTIES & 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 QUALIFICATIONS

• Matric (Grade 12) as a minimum qualification.
• 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.