•Oversee helpdesk issues and ensure the team are responding to the needs of the business in a timely manner•Troubleshoot hardware and software issues promptly as well as offering end-user training on these programs.•Configure and test hardware and software.•Create, implement and manage onboarding and offboarding processes for staff, managing company assets and access.•Manage the external technology support contract spend and relationship as well as managing inventory/assets allocation alongside them.•Ensure that the IT assistants adhere to their KPIs and deliver to the business needs in absence of team lead.•Participate in daily meetings and present weekly report to the management.

• Documentation of procedures, processes, testing and system configurations• Research equipment, software or other solutions and recommend improvements• Identify, diagnose, and resolve problems for users of the network, business computer software and hardware, printers, the internet and other computer technology• Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements. -• Creating documentation for end-user frequently asked questions (FAQs)• To manage all calls efficiently and ensure that they are appropriately recorded in the tools provided, ensuring they are escalated to the appropriate support level, as required.• Provide friendly, understandable, one-on-one end-user problem resolution over the phone, via email and in person.

• Installed/configured/relocated computer hardware, software, printers and other terminals.• Prioritized tasks and completing projects, while maintaining records of software licenses.• Maintained the Office System and Network with most recent IOS, Applications and Software to all devices.• Rebuild operating system/ cloning windows 10 to hard drive or new computer using clonezilla.• Bypassing/recovered administrator and system password.• Outlook troubleshooting and setting outlook signature, automatic replies, revert emails, Multi-factor Authentication (MFA) categories email folder based upon company/person, import and export email.

• Manage inbound and outbound calls and enquiries with prompt replies and call distribution• Liaising with other departments within the organisation• Experience with customer management systems• Identify customer needs through active listening and effective questioning• Build solid customer relations through a high level of customer service satisfaction• Perform ad-hoc administrative tasks which include data entry, filing and taking payments as required.