-Plan and execute technical support and maintenance for various applications andinterfaces (Hosting server, Networking, EUC PC, Office-365, Medical Director, BestPractices, iApply, Personify Care, etc).-Proven ability to work independently and under no or minimal supervision to plan,manage and action service desk tickets to meet deadlines of Service LevelExpectations (SLEs).-Taking responsibility for ICT issues of SA Health staff members through email andcalls, constantly striving to provide high quality services with professionalism andactive listening with high written and verbal communication skills.-Providing support with ICT standard desktop applications and software to customersvia phone and remote access to streamline process for customers-Demonstrated experience with extensive use of Microsoft Suite including Word,Excel, Note, Visio.-Create and maintain technical documentation for applications.-Incident and Service Request Create, Resolution, and Escalation (Heat, Marval)-Technical Troubleshooting – Onsite and Remote – Microsoft Server 2012 - 2022-O365, MS Project, MDE, UM2, Slunk, SharePoint, Citrix Apps, Active Directory(Microsoft and Azure)-Tool Proficiency (Call Management, Support Tools)-VPN – Citrix Secure Access, RDP, Microsoft Remote Desktop

- Monitor network performance and troubleshoot problem areas as needed.-Oversee installation, configuration, maintenance, and troubleshooting of end user workstation, hardware, software, and peripheral devices.-Ensure network connectivity of all servers, workstations, telephony equipment, fax machines, and other network appliances.-Monitor and test network performance and provide network performance statistics and reports.-Proven experience with VOIP phone systems.-Excellent hardware troubleshooting experience.-Good understanding of the organization’s goals and objectives.-Strong interpersonal, written, and oral communication skills.-Able to conduct research into networking issues and products as required.-Assist with Major incident’s MIM-Experience working in a team-oriented, collaborative environment.

-Ensuring the best customer experience by always providing a superior level of customer service using Phone, Email’s, Web Chat, Touchpoint. -Log all incidents, service requests, and problems, accurately following the practices defined for each process, including updates to existing tickets using BMC Helix (Remedy) and ServiceNow ITSM software-Analyze, evaluate, and diagnose technical problems and issues such as installation, maintenance, repair, upgrade and configuration, and troubleshooting of desktops, software, hardware, printers,Internet, email, databases, operating systems, and security systems, following pre-defined processes with remote accessing user’s device accurately in an ITIL environment.-Expertise in resolving Mobile device issues using MDM configurations such as Citrix, XenMobile, EQUIP and Active Directory.-Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified. -Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with Continual Service Improvement strategies.-Meet or exceed all internal KPIs, weekly adherences, Quality call management & SLAsUsing knowledge-based articles and industry experience to provide application and system functionality support to customers and assisting with device issues whilst meeting internal KPI’s.-Maintain a high level of roster time adherence by managing break times and after call work time to finish the ticket work.-Mentor and assist Service Desk Level 1 new starters.-Able to effectively prioritize tasks in a high-pressure environment.

-Providing Level 1 and/or Level 2 technical support to customers via phone, email, remote desktop.-Working closely with technology in various customer environments that may involve workstations, printers, data projectors, switches, servers, routers and firewalls. -Monitoring the performance, integrity, backups and security of internal and client systems, workstations, servers and networks. -Diagnose internet / IT faults and escalate where required. -Record, track and document all actions in the incident response and resolution process-Use remote tools and diagnostic utilities to aid in troubleshooting.-Perform post-resolution follow-ups with Level 1 Technicians as required.