Responsible for the customer facing services of endpoints. It includes end of life cycle management, antivirus protection and vulnerability management of user devices, license management, asset management and the network and communication infrastructure.

The IT Service Desk (Helpdesk) Manager is responsible for all aspects of technical operations and service delivery relating to the function of the Service Desk. The role exists to assist the BPC ICT department to deliver an effective and professional ICT service to Staff and Students, therefore ensuring that the business processes of the various Business Units are maintained. The purpose of the role is to:•Act in a supervisory and hands-on capacity to ensure the service desk function supports the smooth running of ICT systems across the campus and off-site locations•To lead 1st and 2nd line support teams to deliver a high quality, professional support service•To act in a technical capacity providing advice, completing projects and technical support both remotely and face to face •Own the Incident Management Process•To support Students and Staff in the appropriate use of ICT, through advice and orientation•To work with the Deputy Director, System Administration and Learning Activities to deliver ICT support, plan and execute projects and develop ICT in line with the various Business Units needs•To support technicians in performing their day to day duties, by providing technical and procedural advice•To develop and train the Service Desk team, overseeing projects and managing ICT operations•To build relationships with Line Managers within all Business Units, onsite Technical Teams and external Service Providers

●Assist with effective implementation of Backbone technology and Communication facilities (Dell PowerEdge Servers, MS Exchange 2007/2010, HP ProCurve Switches, Siemens HiPath 4000)●Assist with effective maintenance of Backbone technology and Communication facilities●Effective planning of staff equipment (Dell Optiplex Desktops, Dell D and E Series Notebooks and HP Printers)●Effectively testing and implementing staff equipment and software (Windows XP, Vista, Windows 7 and Office 2003/2007/2010). ●Creation of Images using Ghost and MDT (Lite Touch)●Effective maintenance of staff equipment and software●Effective management of IT Helpdesk staff●Assist with management of IT projects (Moving over to IP Phones, Moving of PABX System and Security Cameras on Campus etc)●Overseeing daily IT operations●Network registration (DHCP, creation of usernames in Novell and AD, creation of email account in Exchange Management Console), creation of Ext in Siemens Hipath Assistant, creation of Voice mailbox, creation of Fax users in RightFax, Group memberships●2nd line user support for Bellville Park Campus and 5 Remote Sites●Liaising with internal and external Role-players

●Hardware and Software support for +-600 users●Remote support●Supporting users at clients telephonically●Upgrading and Repairing of Desktops and Notebooks●Troubleshooting network relating problems●Configuring PCs to connect to Novell Server●Creating of new users in NDS and editing of user profiles in NDS●Rolling out of Windows 2000 on +-600 Desktops and Notebooks and rolling out Windows XP●Setting up Dell Notebooks and Desktops●Supporting Alcatel PABX System (troubleshooting telephone problems, adding user, adding to Voice Mail Server and TM)●Supporting of Lotus Notes 5 and 6●Setting users up to print to Kyocera-Mita printers (KM 2530, 4030 and FS 3800) and Managing the Virtual Mailboxes ●Setting users up to print to new Nashua printers●Responsible for all Notebooks going back to Rentworks (creating of “return image” and quality checking the Notebooks for any Hardware problems) ●Responsible for making copies of images on DVD and CD’s and sending it to smaller offices in Western Cape●Responsible for creating Ghost Server boot disks● Support in Meeting rooms and Board rooms with setting up of Lite pro’s and Hubs/Switches●Logging calls with Dell helpdesk●Replacement of faulty parts on Dell Latitude C600, C610, C640, D600, D610, D620●Responsible for HP Printers●Rolling out of AD on all Workstations (previously running Novell client)●Enabling user accounts in AD, changing passwords and adding users to Groups etc.●Assisting AWM with their backups using Backup Exec●Responsible for updating third party software (Jutastat Law Reports, Butterworths Books on Screen, Accfin Secretarial Assistant)●Configuring of Blackberry on Nokia 9300/9300i, Sony Ericsson P910 and Blackberry Devices to connect to PwC B.E.S. Server●Supporting Stellenbosch office when their Support Specialist is on leave or not available ●As Workshop Manager I had the following responsibilities: Responsible for all Equipment in workshop, training and assisting Temp Technicians

● Maintaining and Servicing of all Computers and Computer related equipment at Game, Macro stores and CNA Head office● Repair and Upgrading of Computers, Hardware and Software Support● Repairing of printers: HP Deskjet, Mannesman Tally 150, 151, MT 661, T 6045 and MT 645. Data card image card ii, iii and Printronix● Loading of all Software: Operating Systems, Back office, Mainframe, Leo and MS Office● Installing Software and Repairing Point of Sale equipment: Pos printers and Beetle 4L● Installing soundcards, network cards and modems● Connecting PCs on LAN as well as on Novell Server● Preventative Maintenance

● Upgrading and Repairing PCs ● Hardware and Software support ● Installing small office Networks ● Service and Repair of printers ● Call outs to clients and Sales