 Monitor operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives. Responsible for smooth operations, ensures SLAs are being met and service-desk customers are happy with the support they are receiving. Responsible not only for the definition of a set of internal processes, policies, controls and operations but also serve a guide to helpdesk agents on their adoption and compliance. Oversee a IT Service desk team on project work (major incidents, changes, and releases, DRP, ITSM tool implementation) Develop and update PC setup and maintenance plan. Ensure that received incidents and service requests are resolved within SLA with the business  Ensure maintenance of relevant records and documentation. Monitor operational performance proactively and troubleshoot system problems which affects end users and take necessary steps to resolve them. Coordinate with internal departments and external service providers to ensure timely resolutions of escalated incidents or service requests. Ensure various types of information are communicated to users through the appropriate channel(s). Monitor and ensure client systems are updated with current patches, Anti-Virus definition and approved other end user compliance metric

We Offer the following Training: Microsoft Office suite (Word, PowerPoint and Excel, Exchange, etc)  Database (Access and MySQL) Web designing (HTML, CSS and JavaScript) Networking (N+) Window server administrator System formatting/reloading System troubleshooting/Maintenance and repairs  Software Installation and configuration Setting up of café Dealer of computer accessories Project writing CBT training IT Support

• Provide first line of response for users IT-related issues and problems.• Identifying, fault reporting trends with customer queries and escalating to the Support Team Lead for recommendations on a resolution• Incident management• Patch Management • Provide advanced support for implementation, troubleshooting and maintenance of IT systems• Provide support to IT systems including day-to-day operations, monitoring, and problem resolution for all of the client/server/storage/network, mobile devices, etc.• Installation of New and Upgrade PC’s• System Health Check Support• Tor device Management • Ensure all devices are up to date with antivirus and approved software• Respond in a timely manner to service issues and requests• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues

• Identifying and solving any problems that arise with computer networks and system• Assembling and configuration of new system• Maintaining existing software and hardware and upgrading any that have become obsolete.• Assisting users in person and remotely with software and hardware-related issues.• Installing and configuring computer hardware, software (such as office 365, outlook, exchange, MS SharePoint, Office 365, etc), networks, printers and scanners• Monitoring computer networks and systems to identify how performance can be improved• Responding in a timely manner to service issues and requests• talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues• troubleshoot system and network problems, diagnosing and solving hardware or software faults• Repairing and replacing of faulty equipment when need be.• Testing new technology, possibly training more junior staff members• Providing network administration and support

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• Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.• Communicate and liaison with other parties to get the job done• Maintain updated knowledge of company products and services to better provide customer support and service solutions.• Help end-user in global scale for IT troubleshooting