Desktop Support Engineer (12-Month Contract)

About the role

We are looking for a Desktop Support Engineer to join our Cape Town office on a 12‑month contract. The role involves being the first point of contact for service users, diagnosing and resolving desktop‑related issues, and ensuring smooth IT operations.

Key responsibilities

• Act as the primary contact for users, logging and categorising incidents in ServiceNow.
• Diagnose, troubleshoot and resolve hardware, software and network problems on desktop computers.
• Provide guidance on appropriate actions, monitor issues from start to resolution and escalate when necessary.
• Deliver online security advice and support to end‑users.
• Maintain accurate records of incidents, service requests and resolutions.
• Support problem identification and contribute to reliability data tracking.
• Interact with users through multiple channels including phone, email and self‑service portals.

Required profile

• Basic understanding of ITIL processes.
• Strong communication skills.
• Familiarity with ServiceNow, Microsoft Excel and PowerPoint.
• Ability to work rotational shifts in an office environment.

Required skills

• ServiceNow
• Microsoft Excel
• Microsoft PowerPoint
• ITIL fundamentals