Service Desk Engineer, Digital Operations
Corporate Enablement | Digital Services & Solutions | Grade 4
Competencies
Hover on any of the competencies below to view a detailed description.
Core Competencies
Proficiency Levels
Intrapreneurship
Critical Thinking and Data-Driven Decision Making
Facilitates Collaboration and Influence
Learning Agility
Digital Savviness
Results-Driven Outcomes
Public Service Excellence
Leading Change
Technical Competencies
Proficiency Levels
Application Development and Integration
Intermediate
IT Governance and Standards
Intermediate
Data Ethics and Governance
Intermediate
Security Breach Incident Management
Intermediate
IT Management
Advanced
IT Asset Management
Advanced
Potential Movements
Corporate Enablement
Digital Services & Solutions
3
13 Lateral Movements
4
15 Lateral Movements
Key Accountabilities
- Serve as the first point of contact for any IT / technical assistance, respond to user enquiries and resolve incidents for both hardware and software components across ADEO.
- Assess technical IT problems, perform remote troubleshooting and assist users on steps to resolve the issue.
- Provide advice on the appropriate course of action based on the investigation / troubleshooting outcomes and escalate to higher-level support specialists or experts for unresolved technical issues.
- Perform system tests and updates after completion of troubleshooting to prevent future issues and service interruptions.
- Maintain a log of issues and incident responses on the ticket management tracking system, ensuring timely resolution of problems.
- Assist in the development and evaluation of services standards to improve end-user experience and ensure all standard operating procedure and practices, troubleshooting guides, and FAQs are updated regularly for effective communication and distribution to ADEO’s internal users.
Preferred Experience And Exposure
- Experience in a helpdesk or technical support environment performing IT technical troubleshooting, IT infrastructure, network management, virus detection and removal, security, backup and recovery solutions.
- Proficient working knowledge in platforms not limited to Windows, Unix, Linux, Mac OS X, iOS, Android, and network not limited to LANs / WANs / SANs, TCP / IP, VoIP, DNS, HTTP, Wireless / VPN Architecture, Cisco Routers & Switches, Firewalls, Cisco IOS, Active Directory Domain Controllers
- Microsoft Certified Professional (MCP) is an added advantage