• Handle all resulting incidents request from users.• Provide 1st line support through receiving of calls.• Install and configure new devices, repair and upgrades of software and hardware.• Facilitates and monitors printing and production service.• Facilitate the implementation of desktop support services.• Maintains inventory of paper.• Bindery supplies, toner, and other consumables.• Orders suppliers and verify accuracy of billing.• Performs other related duties commensurate with the requirements of the printing and production departments.• Provide 1st line investigation and diagnosis of calls.• Provide problem management by discovering and solving incidents causing disruptions on the business.• Escalate complex incidents request within the agreed timeframe and provide updates to users on progress

• Remote Access Support• Monitor all WAN Connections – Broad link, Fibre etc.• Responsible for logging hardware calls • Manage Backups• Manage SMS system• Monitor Email usage and Website access• Experienced to work with PABX and telephonic equipment • Ensure the execution of cell phone and PDA/tablet support • Setting up of hardware failures • Maintain wired and wireless network, desktop computer Upgrade Windows XP/Vista and Windows 7/ Windows 8• Ability to operate Company Desktop Software • Knowledge and experience to operate and install MS Office 2007 and 2013• Experienced to work with DNS,BUS,PERSAL,SAP and Sysprep • Installing and testing new software • Ensure that anti-virus software is installed, configured, and regularly updated • Compile IT policies and Procedures (including security policy, storage policy and backup policy• Ensure that IT policies and procedures are complied with. • Ensure the safe use of IT equipment and systems • Respond to queries as per calls logged • Identify and analyse all software, hardware other and peripherals manual instructions • Preparing and configuring workstations as requested • Provide Windows Exchange Email Server and Active -Directory Support • Log solutions discovered from everyday IT problems on knowledge base • Able to access the application when required • Assist and support with IT projects when required • Assist with maintenance of knowledge base • Up skill users in the business on occurring IT problems • Constantly do follow-ups to assess customer satisfaction level • Ability to evaluate technical problems • Escalate uncertain problems to 3rd party • Team Educational:-share ideas & knowledge • Ensure departmental interaction at all times