Desktop Support Engineer

About the role

WNS, part of Capgemini, is looking for a Desktop Support Engineer in Cape Town. The role supports and maintains IT desktop services and infrastructure through incident management, fault diagnosis, repair, preventative maintenance and daily service tasks. It involves working shifts on a 24/7 rotation to support various customers.

Key responsibilities

• Maintain and support WNS business applications and ensure the reliability, availability and sustainability of information and communication resources.
• Keep tickets updated and manage, prioritize and escalate incidents efficiently.
• Install, diagnose, maintain and repair PC hardware, telephony and related hardware as required.
• Minimise downtime, proactively identify risks and propose and drive solutions.
• Provide desktop support to all departments and users for computer hardware, software and telecommunications.
• Respond to and diagnose system faults within agreed SLAs and escalate them to the Tier 3 IT Support Team.
• Configure and support VoIP phones, and ensure VOIP and video conference facilities are available and tested daily.

Required profile

• Matric/Grade 12 certificate or equivalent.
• Tertiary IT qualification (required).
• Ability to work shifts on a 24/7 rotation.

Required skills

• MSCE / MCITP (Advantage)
• ITIL certification (advantage)