• Ensure 98% of all calls are answered within 30 seconds.• Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference • Provide a professional and efficient communication between the business and the customer• Ensure the call classification matches the call description• Act as the single point of contact (SPOC) for the user even if the incident is reassigned to other functional levels such as 2nd Level, Field Service Engineers• Ensure that all IT incidents are logged, without exception• Record details of all incidents, timeously and accurately paying particular attention what the actual issue• Must assign the incident and ensure incident resolution process begins• Track and update incidents via the activity history entries• Take ownership if any incident that have been re-assigned to you

o Assist with staging and installation of equipmento Carry out maintenance, on timely basis, on all machines assigned to meo Advice management on services plans and technical matters requiredo Ensure that installations is carried out to the specifications set by the customero Rebuild PC’s (Hardware)o Networkingo Loading of Softwareo Troubleshootingo Run diagnosticso Manage the expectations of the customers in line with standards prescribed by CEB and their client.

Support to all users in the GDE department, to ensure a stable and efficient environment.Ensure Email and internet configuration.Ensuring that Antivirus is updating and patch managementInstall, Configuration of Printers, and testing software applicationTroubleshoot hardware and software problemsKeep proper record and ensure proper tracking of the ITS assets Liaise between ITS and usersMaintain server and network equipmentReport writing and submitting on weekly & monthly basesRemote desktop support (Net-meeting and Terminal services) Access and update the status of calls on the UNICENTRE (call logging system)Active Directory Administration (reset users’ passwords, create new accounts)

web Design with HTML and css3JavaScript ProgrammingIntroduction to programming using java SE7Object-Orientated Programming and Design using JavaScriptRelational Database DesignJava ProgrammingWeb component Development with servlets and JspsJavaScript Advanced Programming and AjaxSQL (level 1+2MySQL)Developing XML-based web applications