Desktop Support Technician

About the role

The Desktop Support Technician provides day‑to‑day local and remote assistance to end‑users, handling inbound calls, troubleshooting hardware, software and application issues, and documenting all actions in a ticketing system. The role ensures consistent service across all shifts within the IT Support Centre.

Key responsibilities

• Act as second‑level contact, diagnosing and resolving user problems.
• Maintain timely communication on issue status and resolution.
• Update tickets for all incidents and service requests.
• Install, upgrade, support and troubleshoot Windows XP, 7, 8.1, 10 and Microsoft Office 2010.
• Support Cisco Jabber and other authorized desktop applications.
• Provide basic support for macOS devices.
• Install, upgrade, support and troubleshoot printers, network connectivity and computer hardware.
• Perform preventative maintenance on computers, laptops, printers and related peripherals.
• Conduct remedial repairs on desktops, laptops, printers and other authorized equipment.
• Use diagnostic tools to troubleshoot network and workstation issues.

Required profile

• 3‑5 years of experience in Windows desktop support.
• Proven ability to perform break‑fix, fault diagnosis and resolution.
• Experience supporting both local and remote users.
• Capability to coordinate with supervisors and managers to ensure operational consistency.

Required skills

• Windows operating systems (XP, 7, 8.1, 10).
• Microsoft Office 2010.
• Cisco Jabber.
• Basic macOS support.
• Printer installation and troubleshooting.
• Network connectivity troubleshooting.
• Hardware diagnostics and repair.
• Ticketing system usage.