JOB PROFILE
1.
POSITION DETAIL
1.
CURRENT JOB TITLE
Senior Desktop Engineer
3.
TCOE
R304 795 p/a
4.
DEPARTMENT
Information Communication Technology
5.
DATE REVIEWED
14.02.2017
6.
LOCATION
Rosslyn
7.
EMPLOYMENT STATUS
Permanent
2.
JOB GRADE
C3
PURPOSE STATEMENT
Provide support and maintain in-house computer systems, desktops, printers and peripherals.
This includes installing, configuring, maintaining and troubleshooting end-user workstation
hardware, software, printers and networking products.
POSITION IN THE ORGANISATION
8.
9.
LINE MANAGER
10. POSITION
ICT Services/Helpdesk Manager
Senior Desktop Engineer
11.
12.
SUBORDINATE
Interns / Desktop Engineers
13.
SUBORDINATE POSITIONS
Please provide job titles of subordinates and total number of employees per job title
(organogram can be inserted)
 None
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Senior Desktop Technician
JOB PROFILE
2.
POSITION DESCRIPTION
MAIN OUTPUTS AND RESPONSIBILITIES FOR THIS POSITION – (Please provide a
short description under each heading/output)
TIME SPENT
1.
2nd Line Desktop Support

Receives calls telephonically or via email with regards to
general network, applications and hardware problems /
queries

Assists callers with ICT problem resolution (provides 2nd line
support)

Escalate to 3rd line where necessary

Retains record of references.

Monitors & reviews call status

Ensures Customer Satisfaction

Ensures Continuous ICT Service Availability

Resolves tickets and completes all the relevant fields on each
Ticket

Ensures that adequate information has been captured in the
description of work & materials used on each Tickets
25%
2.
ICT Services Coordination

Render and administer high-level ICT services to tenants and
other users

Optimise and maintain ICT services, systems, applications
and operations, ensure minimum down-time and maximum
usage, availability and application security

Research and develop new products and services

Project planning and implementation

Back up and disaster recovery

Ensure policy and procedure compliance

Ensure governance

Customer relationship management
30%
3.
Reporting

Compile detailed reports for all user support and other
services

Provide regular feedback to the ICT Services/Helpdesk
Manager

Change control and monitoring,

Incident reporting as needed

Provides Managers with weekly and monthly reports
Back-end support


Physical Network 1st line support

Supervise training for interns

Assist with training of Desktop Engineers
15%
4.
TOTAL
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30%
100 %
Senior Desktop Engineer
JOB PROFILE
.
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Senior Desktop Engineer
JOB PROFILE
3.
JOB EVALUATION CRITERIA
A) KNOWLEDGE AND SKILLS
FORMAL
EDUCATION


TECHNICAL/
LEGAL
CERTIFICATION
EXPERIENCE
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
Grade 12 and National Diploma in IT

A+

N+

MCSE, an advantage

ITIL would be an advantage

3-4 years related experience
Senior Desktop Engineer
JOB PROFILE
4.
COMPETENCIES
COMPETENCIES
KNOWLEDGE
Policies and Procedures
Administration Systems
CRM
Statutory Requirements
Information Technology
Systems
Microsoft Suite of Products
Project management
5.
SKILLS
Advanced Computer Literacy
Communication
Problem solving
Decision making
Inter personal
Negotiation
Conflict Handling
ATTRIBUTES
Tact
Innovation
Time Management
Attention to detail
Honesty
Ability to work under pressure
Integrity
Presentation
Internet Protocols
Project management
Patience
Resilience
Telephone Etiquette
OTHER SPECIAL REQUIREMENTS
 Own transport
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Senior Desktop Engineer
JOB PROFILE
B) DECISION MAKING
What are the most regular and complex challenges in the job? Please provide a couple of
examples of regular problems that need to be resolved and not ad hoc scenarios or cases. Also
indicate how these problems or challenges will be resolved.

Availability of resources
Please name the resources utilised by the jobholder to solve problems or make decisions, e.g. the
internet, manuals, policies, procedures, external resources, etc.

the internet, telephone, manuals, policies, procedures, internal/external resources
Please provide the typical planning cycle of the job – macro as well as micro planning, e.g. macro –
3 – 5 years and micro – 1 year. Also provide examples to elaborate on the answer.

Micro – Daily, Weekly, Monthly
How long will it normally take before the impact of the judgement calls made by the jobholder will
be felt in the business?

Immediate and longer
What type of practices, procedures, policies, systems or outputs does the jobholder influence or
change in his/her role as a Professional/Technical consultant or specialist – operational, tactical or
strategic? Please apply the 60/40 rule and provide examples to elaborate on the answer.

Operational problems

C) ACCOUNTABILITY
What type of decisions can the jobholder take within his/her area of accountability and what type
of decisions will typically be referred to the direct manager for sign off? Please provide a couple
of examples of regular decisions/problem solving or judgement calls and not ad hoc scenarios or
cases.
Jobholder accountability

No DoA
Referral to Line Manager for approval

D) COMMUNICATION
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Senior Desktop Engineer
JOB PROFILE
Please provide examples on the context, range and complexity of subject matters being
communicated by the jobholder as well as the context, format and process of communication
used to reach the target audience. Please refer to both verbal and written communication.
(Concentrate on issues that make the communication process complex, e.g. communicating
information to an audience that is not familiar with the concepts and technology,
communicating to an audience that has their own opinions and the subject matter is of such a
nature that no single interpretation can definitely be shown to be correct and the jobholder
has to persuade the audience under these circumstances of what he/she thinks the best
practice is, etc.)

Verbal – networking, negotiations, facilitation of discussions, engagement with stakeholders,
problem solving, and the like

Written –internal reporting, e-mail, tickets, etc
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Senior Desktop Engineer
JOB PROFILE
APPROVED BY LINE MANGER
Signature: ____________________________Date: _________________________
CONFIRMED BY HR
Signature: ____________________________Date: _________________________
ACKNOWLEDGED BY INCUMBENT
Signature: ____________________________Date: _________________________
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Senior Desktop Engineer