Desktop Technician

About the role

We are looking for a Desktop Technician to join our IT team, providing first‑line support for Windows and macOS workstations across the organisation. The role involves diagnosing and resolving hardware and software incidents, creating documentation, and sharing expertise with peers.

Key responsibilities

• Diagnose and resolve software and hardware incidents on Windows and Mac operating systems.
• Analyse problems, apply temporary or permanent fixes, and escalate when required.
• Provide technical guidance to peers and maintain consistent end‑user experience.
• Create, publish and maintain support documentation to enable self‑service.
• Log and update incidents in the IT service‑desk system, ensuring accurate records.
• Assist users with logged IT incidents and respond to service requests.
• Participate in rotational coverage and provide backup support as needed.
• Suggest improvements, lead small projects and deliver technical solutions for new issues.

Required profile

• Bachelor’s degree in Computer Science or a related field.
• Strong verbal communication skills, able to interact with technical and non‑technical colleagues.
• Ability to work flexibly on a rotational basis and collaborate with support teams.

Required skills

• Microsoft Windows client operating system.
• macOS client operating system.
• Ticketing tools (e.g., ServiceNow, JIRA).
• Citrix.
• Microsoft Office suite.
• Active Directory.
• VPN technologies.
• Printers, scanners and copiers.
• Basic networking concepts.
• General hardware and software troubleshooting.