Work & Experience
Act as a single point of contact for all contact received via the difference media. Receive and log all contacts in the Helpdesk Management Tools. Perform troubleshooting and problem determination on all incidents received Resolve 1st and 2nd level desktop incident telephonically and remotely before assigning to the Back Office. Attempt to achieve first time resolution target of 90% resolved incidents. Install, move, add and change task on Desktops, Laptops and peripheral devices. Assisting Team Leader as and when requested. Act as the go to person for all Zeus application incidents received in Service Desk. Perform problem determination before assigning incidents to Business Analyst. Train Service desk agents on the business application. Follow-up on request and incidents and ensure they are resolved. Confirm resolution with End User’s.
Installs, configures, monitor, repair all network gadgets and resolve all network problems. Installs, configures, repair all printers, scanners and plotters, resolve all problems. Conduct user training in hardware and applications usage when required. Installs, configures, monitor, repair and upgrade all computers. Troubleshoot hardware and software problems. Installs operating systems, office package applications and other applications depending on duties of the staff member. Installs Antivirus software to all workstations, servers and laptops. Connect all users to internet and to corporate emails. Resolve internet and email problems. Perform daily backup and restore data when necessary. Managing incidents and service requests Ensure that all calls are resolved within the OLA & SLA as per the agreement with business and IT Ensure the customer satisfactory is of high priority. Ensure all systems are being monitored and always looking on ways to improve operational levels. Create any process and procedure documents Ensure all resources have the varies tools available to them in order to get the job done. Ensure that you monitor all incidents daily for the following items (calls that breached, about too, require reassignment, escalations, long outstanding calls) etc. Breaches to be avoided where possible. Ensure that problems are logged for reoccurring incidents Training staff formally and coaching staff to perform excellently Ensuring all incidents and service request are logged and updated on a daily basis
Repair and maintain departmental computer equipment in general and specialized computer laboratories as well as staff computers. Liaise with computer suppliers and consumables regarding purchasing and repairs. Report to the HOD with regards to all duties associated with the effective running of a computer laboratory, including ordering, budgets, stock control and the maintenance of the equipment. Run an Installations, upgrades, modification, relocation, diagnosis and repairs to desktop systems and watching CCTV (cameras), assist with teaching gadgets and Micro teaching and Demonstration classes with video recording and operating the microphones gadget. Takes responsibility as part of LIT team, for timeous implementation of tasks across all sites as directed by the coordinator: LIT& E-Repository specifically the following. -Installations -Maintenance -Diagnosis of problem and referring when necessary -Recommendations for improvements Provide staff and student technical support. Conduct PC upgrades and repair. Conducts network troubleshooting and maintenance support. Researches, develops, tests and make recommendations for implementation of new tools for support. Supervision of computer technicians based on site librarians. Ensure satisfaction of core customers Deploys solutions. Documents and trains Provides support.