Durban University of Technology (DUT) is located on the warm east coast of South Africa. It sprawls over seven (7) campuses in tropical and picturesque Durban, and in Pietermaritzburg, with its undulating hills that flow over from the Drakensberg Mountain.

According to our ENVISION2030 strategy, DUT’s DNA has two strands, namely ‘people-centred and engaged’ and ‘innovative and entrepreneurial’. These are interwoven intrinsically by a number of double pairs consisting of ‘values and principles’ that bind our double-helix together. The extrinsic expression of our DNA is via The DUT-Way; which demonstrates our collective character and behaviour.

The University’s ultimate goal is to contribute towards improving the lives and livelihoods of all its people, both internal and external. DUT consistently strives towards excellence and greatness in teaching-learning and in research-innovation; something that was been recognized recently when The Times Higher Education’s World University Rankings placed DUT within the top 500 of Universities in the world and within the top 5 universities in South Africa. The enactment of these internationally recognized strengths is demonstrated in our impactful engagement internally and externally in service of our localities, the region and the country at large.

Overall Purpose of the Job
To support the Senior Desktop Engineer and team by providing computer (hardware and software) support to the DUT in order to ensure excellent customer service and alignment with the objectives of ICT and those of the DUT.

Desktop Engineer 
ICTS Customer Service 

Education (Formal Qualification Required)

Minimum

• NQF 6 Information Technology or related qualification

Ideal

• An NQF Level 6 qualification and CompTIA A+ certification

Key Competencies Requirements (e.g. Skills, expertise, etc.)

Minimum

• Server Operations
• Special Application Software
• Desktop Support
  

• Five years’ IT Support 

• Receive and analyse a request to determine the nature and extent of the support to be provided; or
• The need for provision of support is identified during the execution of outputs
• Diagnose the problem to determine the appropriate action
  • Provide information
  • Provide possible solutions
  • Conduct research to develop a solution (internet problem resolution)

• Manages relationships with, and regularly assesses needs and views of core customers in the DUT in order to improve the quality and effectiveness of services specifically in the following:
  • Ensures efficient up to date and continuous Desktop support service to all DUT Users
  • Determines user needs and responds promptly and appropriately, referring when necessary

• Receive a request for the analysis of faults and analyse to determine the nature and extent of the fault analysis; or
• Fault analysis must be conducted in accordance with scheduled reports/activities
• Monitor the fault analysis tools to determine any faults to be analysed

• Identify the required maintenance on the desktop/laptop
  • Upgrading of hardware/software
  • Updating software
  • Addition/removal of software
• Conduct the repair/maintenance and test the desktop/laptop to ensure that it is fully operational

• Service quality must be analysed in accordance with scheduled analysis activities
• Collect the necessary data for the analysis process from the various sources utilising the relevant business tools
• Collate the analysed information into the prescribed format
• Consult the necessary standards and specifications to determine the quality levels applicable