Desktop Engineer

*Reference: JHB-Ackee-1*Provide technical IT support and assistance to clients; and to perform routine troubleshooting and provide solutions; and refer major hard/software problems to ICT helpdesk.Desktop Support * Receives email calls regarding general network and application software problems /queries * Assists callers with ICT problem resolution (provides limited 2nd line support) * Escalate to 2nd and 3rd line where necessary * Retains record of references * Monitors & reviews call status * Customer satisfaction Ticket Management: * Ensures compliance with the Ticket (Work Order) process * Captures all calls or enquiries received on the system and issues reference number as required * Resolves tickets and completes all the relevant fields on each Ticket * Ensures that adequate information has been captured in the description of work & materials used on each Ticket * Provides Manager with weekly reports Back-end Support: * Physical Network first line support * License administration * ICT Document management * Asset Register maintenance * User acceptance form R
Johannesburg, GT, ZA