Deskside Support Technician

HCLTech; Wes-Kaap; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading technology firm in Cape Town, South Africa is seeking a Deskside Support – L2 professional to provide comprehensive IT support and facilitate communication between stakeholders. The ideal candidate will have over 7 years' experience in field service and be skilled in troubleshooting technical equipment. This role involves collaboration to gather requirements and contribute to continuous improvement initiatives.

Qualifications

• 7+ years of experience in IT support or related field.
• Strong verbal and written communication skills are essential.

Responsibilities

• Provide desktop and IT support for hardware and software.
• Collaborate with stakeholders to gather and document requirements.
• Analyze current IT workflows to identify areas for improvement.
• Translate business needs into viable system solutions.
• Liaise between business units, IT teams, and vendors.
• Analyze data sets for actionable insights.
• Prepare documentation including BRDs and use cases.
• Assist in planning and reporting on project deliverables.
• Facilitate change adoption and stakeholder engagement.
• Recommend enhancements for process improvements.

Skills

Good communication skills

Good analytical skills

Field Service experience

Ability to troubleshoot technical equipment

Ability to work flexible shifts

Excellent documentation skills

Job description

Overview

HCL Is Hiring Deskside Support – L2 for Cape Town, South Africa

Required Experience: 7+

Location: Cape Town, South Africa

Required Skill: Deskside, Good Communication Skills, technical equipment

If you are interested please share your resume to [e-mail] OR

WhatsApp Number: 916364313878

Job Description

Job description for Deskside Support – L2

Responsibilities

1. Desktop and IT support, hardware, and software.
2. Requirement Gathering: Collaborate with stakeholders to elicit, analyze, and document business requirements and functional specifications.
3. Process Analysis: Evaluate current IT environment in Head office and workflows to identify areas for improvement and efficiency.
4. Solution Design: Work with head office users to translate business needs into viable system solutions and ensure alignment with business objectives and minimize disruptions.
5. Stakeholder Communication: Serve as a liaison between business units, IT teams, and external vendors to ensure clear communication and understanding.
6. Data Analysis: Analyze data sets to provide actionable insights, support decision-making, and identify trends and patterns.
7. Documentation: Prepare detailed documentation including business requirement documents (BRDs), use cases, user stories, and process flows.
8. Project Support: Assist project managers in planning, tracking, and reporting on project milestones and deliverables.
9. Change Management: Facilitate change adoption through training, stakeholder engagement, and transition planning.
10. Continuous Improvement: Recommend process enhancements and contribute to continuous improvement initiatives for Head office VIP users.

Requirements and skills

• Good communication skills
• Good analytical skills
• Proven Field Service experience
• Ability to troubleshoot, test, repair and service technical equipment
• Ability to work flexible shifts and to adapt to changing work schedules
• Excellent documentation skills