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Key Performance Area
Login calls at the helpdesk for head office and the rest of the group
Install all desktop and laptop computers for use in ADvTECH Head Office with the relevant software and completing the relevant documentation
Installs or assists ADvTECh Head Office staff in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises
Setup of Video conference for boardroom use
Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
Instructs users in use of equipment, software, and manuals.
AD Account Generation and Mailbox creation
Interface with suppliers of IT equipment regarding the procurement process
Getting Feedback from users to evaluate the IT service
Assist with administrative tasks
Providing reports which highlight trends and problems with IT in the operating companies Desktop environment
Asset Administration (updating the hardware and software asset register which includes asset disposal)
Administration of the licensing in the software license bank
Maintaining the IT Store Room
Ensuring the General Tidiness of the IT office
Regular testing and support of the video conferencing and IT equipment/Lync conference
Daily checks of building copiers and printers doing resolving problems accordingly
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.