IT Desktop Engineer – 12‑Month Contract

About the role

We are seeking an IT Desktop Engineer to provide frontline desktop support to call‑centre agents, supervisors and operational staff in a regulated telecommunications environment. The role ensures maximum uptime, optimal device performance and uninterrupted customer service delivery over a 12‑month contract.

Key responsibilities

• First‑time fix of desktop, OS, peripheral and call‑centre tooling issues and logging of all incidents in the ITSM tool.
• Escalate incidents to second‑ and third‑line teams with full diagnostic context.
• Perform structured diagnostics, document root‑cause analysis and recommend permanent fixes.
• Provision, configure and maintain desktops, laptops, thin clients, VDI profiles, headsets, webcams, printers and smart‑card readers.
• Maintain accurate asset tagging, CMDB updates and chain‑of‑custody records.
• Support agent onboarding/off‑boarding, softphone registration, SIP settings, QoS and audio device mappings.
• Enforce OS/application patching, AV/EDR posture, device encryption, screen‑lock policies and USB governance.
• Assist with audit readiness for POPIA, SOX, ISO 27001 and other compliance frameworks.

Required profile

• Experience providing frontline desktop support in a high‑volume, regulated environment.
• Strong incident‑management skills with ability to log, track and close tickets within SLA.
• Ability to coordinate asset lifecycle activities including provisioning, warranty handling and disposal.
• Familiarity with call‑centre tools such as softphones, NICE/Verint and single sign‑on solutions.
• Attention to security and compliance requirements and ability to produce supporting documentation.

Required skills

• Windows operating system administration
• Virtual Desktop Infrastructure (VDI) configuration
• Softphone and SIP configuration
• IT Service Management (ITSM) tool usage
• Hardware diagnostics for desktops, laptops and thin clients
• Asset management and CMDB updates
• Patch management and endpoint security (AV/EDR)
• Device encryption and USB governance
• NICE and Verint call‑centre platforms
• Single Sign‑On (SSO) and authentication flows