Provides the first line support and primary point of contact for all service-related queries, issues and
requests for more than 300 staff.
◦ Troubleshoot, identifies, and resolves technology problems with PCs and macs, operating systems,
software applications and instructional hardware and software in a timely manner. Ensures the
operational integrity and performance of all equipment support of instructions.
◦ Perform ongoing installations, training, technical and support services for all personal computers PCs,
macs.
◦ Delivers consistent, quality customer service by providing all users with the same high quality of
service and assigning priority levels consistently.
◦ Maintains a high level of software applications knowledge to assist personnel with PC and Mac work
including presentations, graphical needs downloading of data, email various internet functions and
other commonly used applications.
◦ Documents support history, troubleshooting efforts, status updates and resolutions within tickets
systems and various other documentation platforms in a timely manner.
◦ Expertise resolutions as quickly and efficiently as possible while providing an accurate solution
, minimal frustration, and a strengthened working relationship with each user. Return employees to
productivity and efficiently as possible following a technology incident while acting as the face of IT
support.

Installation and maintenance of the Antivirus server by keeping them updated and also keeping the
workstations clean of all threats for greater protection.
◦ Performed data recovery, when needed for all levels of support like individual user by recovering their
data from file server and also for the enterprise level involving recovery of the servers.
◦ Installed, configured and maintained personal computers, Ethernet networks, network cabling and
other related equipment, devices and systems: adds or upgrades and configures modems, disk drives
and printers.
◦ Investigate user problems, identified their source, determined possible solution, tested and
implemented solutions.
◦ Engaged and tracked priority 1 issues, with responsibility for the timely documentations, escalation
resolutions and closure of trouble tickets.
◦ Investigating, recommending and installing enhancements and operating procedures that optimize
network availability.
◦ Documented network problems and resolutions for future reference Evaluating and / or
recommended purchases of computers, network hardware, peripheral equipment and software
providing day to day support in daily IT issues taking up any other duties assigned by the Technical
manager.
◦ Keep software licenses current for computers and mobile devices.

Provides the first line support and primary point of contact for all service-related queries, issues and
requests for more than 500 staff.
◦ Receives and resolves 1st level calls using the relevant support documentation, training manuals or
resources.
◦ Escalates service requests to incidents or problems when necessary and assigns to 2nd or 3rd line
support for resolution.
◦ Follow up on overdue work tickets with the assigned 2nd and 3rd line support officers.
◦ Monitors the successful conclusion of all calls following up on customer calls where necessary.
◦ Logs, classifies, prioritizes and assigns Service Level Agreements (SLAs) to service requests, incidents
and problems.
◦ User sensitization on 1st line support.
◦ Works with users and the ICT Service Desk Supervisor to identify and assess service enhancement
opportunities.
◦ Training staff members on IT use and supporting on all levels.
◦ Oversaw daily performance of computer systems and immediately respond to issues to keep network
up and running.
◦ Ensure compliance to ISO (9001:2015 and 27001:2013) and data security requirements.
◦ Performed data recovery, when needed for all levels of support like individual user by recovering their
data from file server and also for the enterprise level involving recovery of the servers.