Job Description\u00a0\u00a0 \u00a0<\/p>\n
\tTo provide technical support and maintenance for computer systems, applications, hardware, software and all other ICT resources utilised in the organisation. The Desktop Technician ensures support services rendered tusers meet the user requirements and are delivered on time in compliance with published service level agreements and service catalogues.<\/p>\n
Key Responsibilities\u00a0\u00a0 \u00a0
\nKey Performance Areas:<\/p>\n
Technical Support and Troubleshooting<\/p>\n
\tProvide level 1 and level 2 support for end-users, including desktop\/laptop\/tablet hardware, software and network connectivity:
\n\tAnswer incoming calls from end-users reporting technical issues and provide real-time assistance.
\n\tDiagnose and resolve technical issues promptly tensure minimal disruption tend-users.
\n\tLog all support requests accurately intthe ITSM system.
\n\tEscalate unresolved issues tthe appropriate team or technician when necessary.
\n\tProvide feedback tusers and follow- up with users tensure resolution and satisfaction with the support provided.
\n\tImplement updates and patches tmaintain system performance and security.
\n\tRespond promptly tsupport requests, diagnosing and resolving technical issues within agreed service level agreements.
\n\tUse remote support tools tassist end-users as needed.<\/p>\n
Hardware and Software Management<\/p>\n
\tInstall, configure, and maintain desktop, laptop and tablet systems, operating systems and applications.
\n\tManage software installations, upgrades, and patches.
\n\tMaintain inventory or hardware and software resources and handle asset tagging.
\n\tMaintain security standards by enforcing policies and addressing identified system vulnerabilities.
\n\tPerform regular system maintenance and security:
\n\tConduct regular maintenance tasks e.g. system updates, backups and virus\/malware scans.
\n\tAdhere tand enforce IT security policies including account management and access control.<\/p>\n
Network and Connectivity<\/p>\n
\tProvide support with basic network troubleshooting, including LAN\/WAN connectivity, VPN access and Wi-Fi.
\n\tConfigure and troubleshoot networked peripherals such as printers and scanners.<\/p>\n
User Training and Collaboration<\/p>\n
\tEducate users on best practices for security, productivity tools, and general IT usage.
\n\tCreate and maintain documentation for IT policies, procedures and troubleshooting steps.
\n\tCollaborate with other IT team members tresolve technical challenges and escalate complex issues as required.
\n\tLiaise with external vendors for warranty support and equipment repairs.<\/p>\n
Key Measures\/KPIs<\/p>\n
\tTechnical support requests resolved within agreed Service Level Agreement (SLA) timeframes.
\n\tCustomer support surveys evaluating user experience.
\n\tAverage time taken tresolve support tickets.
\n\tHardware and software deployment efficiency.<\/p>\n
Key Internal Liason Relationships<\/p>\n
\tAll DBSA staff<\/p>\n
Key External Liason Relationships<\/p>\n
\tService providers
\n\tOther external stakeholders and clients<\/p>\n
Expertise & Technical Competencies\u00a0\u00a0 \u00a0
\nQualifications and Experience:<\/p>\n
Minimum Requirements:<\/p>\n
\tA National Diploma in Computer Science, Information Technology, Information Systems or equivalent.
\n\tA minimum of 4 years in IT desktop support experience for a medium tlarge size organisation.
\n\tProficiency in Windows, macOS, Microsoft Operating Systems and\/or Linux operating systems.
\n\tProven knowledge of MS Office Suite, email configuration, imaging of devices and common productivity tools.
\n\tGeneral understanding of networking concepts (TCP\/IP, DNS, DHCP).
\n\tExcellent problem-solving and multitasking abilities.
\n\tStrong communication and interpersonal skills.
\n\tDemonstrated ability twork independently and as part of a team.<\/p>\n
Desirable Requirements:<\/p>\n
\tCustomer service training or certificate.
\n\tExperience in user application support and using call administration system.
\n\tCertifications: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST) or similar certifications.<\/p>\n
Technical Competencies:<\/p>\n
IT Security<\/p>\n
\tDemonstrates awareness of security requirements.
\n\tDemonstrates awareness of privacy requirements and standards.
\n\tUnderstands concepts of IT security and its application tcomputer systems architecture.<\/p>\n
IT Network and Securities<\/p>\n
\tHas a broad understanding of users and department staff on usage of available IT network solutions tincrease productivity.
\n\tMaintain an accurate record of technical specifications related tnetworks etc. and update those as necessary.<\/p>\n
IT Support<\/p>\n
\tContacts end-user \/ customer tfollow up on services and\/or solutions tensure that their needs have been correctly and effectively met.
\n\tUnderstands issues from the end-user\/customer\u2019s perspective.
\n\tKeeps end-user\/customer up-to-date with information and decisions that affect him\/her.
\n\tMonitors services provided tend-user \/ customer and makes timely adjustments as required.
\n\tProposes new, creative and sound alternatives timprove technical services.
\n\tUses advanced techniques in solving technical problems.<\/p>\n
Planning & Organising<\/p>\n
\tIs relied on thelp others plan and organise their workload.
\n\tUses effectively advanced time management processes tdeal with high workloads and tight deadlines.
\n\tOrganises, prioritises and schedules tasks sthey can be performed within budget and with the efficient use of time and resources.
\n\tAchieves goals promptly, despite obstacles encountered, by organising, reprioritising and re-planning.<\/p>\n
Written Communication<\/p>\n
\tUnderstands that different writing styles are required for different documents or audiences.
\n\tWrite effective correspondence, prepare questions and reports, statements of circumstance and briefing notes.
\n\tReviews others\u2019 documents for clarity and impact.
\n\tHas a solid mastery of writing principles such as grammar, sentence construction etc.<\/p>\n
Deadline:17th October,2025<\/p>\n
Apply via company website ( http:\/\/www.dbsa.org ) or<\/p>\n
dbsa.erecruit.co<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/dbsa.erecruit.co","_company_name":"Development Bank of Southern Africa (DBSA)","_company_website":"http:\/\/www.dbsa.org","_company_tagline":"The Development Bank of Southern Africa (\"DBSA\u201d) is a development finance institution wholly owned by the South African Government. Its purpose is to accelerate sustainable socio-economic development to improve the quality of life of the people in South Africa, SADC and Rest of Africa by providing... read more financial and non-financial investments in the social and economic infrastructure sectors. The DBSA support South Africa\u2019s regional integration agenda through providing development finance for infrastructure projects in four priority sectors; energy (including renewable energy and energy efficiency), transportation (road, rail and ports), bulk water and ICT, across Africa. Development Bank of Southern Africa Headway Hill 1258 Lever Road Midrand South Africa","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-21336","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/21336","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=21336"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=21336"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=21336"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}