Requirements Education Bachelor’s Degree or Diploma in Information Technology, Computer Science or related field preferred ITIL Foundation Microsoft Certified CompTIA Network CompTIA Security Experience IT Support Experience A minimum of 5 – 8 years’ experience in a desktop support, helpdesk or IT Technical Support environment (strong background in troubleshooting of hardware, software and network issues) Leadership and Management Experience (2 – 5 years) Experience in a supervisory or managerial role within IT support Proven ability to lead a team, delegate tasks, and manage IT operations effectively IT Service Management & Process Improvement Experience working with ITIL frameworks, Service Level Agreements and incident management Track record of implementing IT support best practices and optimizing support processes Enterprise IT Environment Experience (Advantageous) Familiarity with enterprise-level IT infrastructure, remote support and cloud-based systems Experience with Active Directory, system administration, IT security policies and software deployment Technical Knowledge | Competencies Advanced hardware and software troubleshooting skills Expertise in Windows, macOS and Linux operating systems Knowledge of end-user computing technologies including desktops, laptops, printers and mobile devices Familiarity with remote support tools (eg. TeamViewer, AnyDesk, Microsoft Remote Desktop) Understanding of TCP/IP, DNS, DHCP,VPNs and Wifi Networks Ability to troubleshoot network connectivity issues Experience with Active Directory (AD), Group Policy, and user account management Strong knowledge of ITIL frameworks and incident, problem and change management Experience using ITSM tools (eg. ServiceNow, Jira, Freshdes, ManageEngine) Ability to define and manage SLAs and OLAs for IT support services Understand endpoint security, antivirus and patch management Knowledge of software licensing management and compliance Proficiency with Microsoft 365 (Outlook Teams, SharePoint,, OneDrive) Duties and Responsibilities Strategic Direction Assist with input into the EUC technology, strategy roadmap, and standards Drive continuous improvement in the environment to ensure improved customer experience, reliability and stability of the environment Improve the Desktop environment b gathering feedback on any IT related challenges on the Desktop and Business Applications environment Ensure alignment to IT Strategy and roadmap Provide technical advice and assistance on deployment of the organisation’s standards, procedures and policies to service providers Translate business needs into technical requirements Operations Provide hands-on technical support to the organisation’s users Provisioning and maintenance of a test lab for Microsoft and Application patching and testing Maintain the value of the test environment by testing new images, Microsoft and Application patching and testing before production rollout Elimination of business disruption due to the testing of Microsoft and Application patching and upgrades through the effective utilisation of a test lab environment Assist with the maintenance of infrastructure e.g. Video/Audio etc. in the boardrooms Management of key building related infrastructure including boardroom and training room management; unified comms, including video conferencing; cabling Test boardroom’s equipment before board meetings VIP support during board meetings and otherwise as requested on hardware and software Troubleshoot LAN network Assist with setup/configurations of telephony enabled devices Ensure all calls/actions involved are logged in the Service Desk System for reference Implement and maintain a knowledge base for all desktop support issues Only rollout of supported/licensed applications and approved versions of Operating Systems Continuously investigate new Desktop Technologies and tools to alleviate issues Provide quality IT Support to the organisation’s users by continuously improving on current process and procedures Assist with the technical testing of newly implemented software and hardware where required, to address business requirements Share approved new processes and procedures with the rest of the Desktop Engineers Act in an advisory capacity for technicians on complex technical issues Compile, contribute to and review the Service Desk/Desktop Engineers knowledge base Knowledge sharing with all team members Adhere to the ITIL processes Adhere to IMACD process (machine provisioning, AD requirements) IT Project Execution Participate in the execution of projects against project plan where required Assist with the handover of project initiatives to production with the associated support documentation created Provide input to progress reports People Management Appraise Desktop Engineers performance continuously, provide feedback and escalate to HOD for corrective actions Escalate non-conformance Pulling in resolvers to assist with incident resolution Create a cohesive team culture Financial Management Identify cost optimization initiatives Governance and Compliance Ensure that all calls actioned/involved in is logged in the Service desk System for reference Create reports on team performance when required for KPI discussions Security

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