Diligent. Detail focused. Reliable. A solution oriented IT professional who benefits from extensive knowledge of various computer operating systems, applications and hardware, honed through the performance of numerous diverse support roles. Excels in profession of 1st and 2nd line support; liaising directly with external customers and internal colleagues of all disciplines in a positive problem solving skills required to investigate and resolve queries swiftly; prioritizing a complex workload effectively and ensuring strict deadlines are adhered to at all times. A flexible and adaptable individual who works efficiency with minimum supervision and guidance.
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and email.
Offering advice to end users and customers on all areas of IT, troubleshooting and ensuring Trust standards are met.
Provide help desk support and resolve problems to end user's satisfaction.
Report issues to service desk manager for escalation.
Lead, coordinate and allocate incidents and requests
Be an escalation point and provide coordination and support for the Service Desk during high severity/major incidents
1.Installation & configuration of a company’s computer hardware operating systems and applications. 2. Maintenance and monitoring of computer networks and systems. 3. Diagnosing and solving hardware or software faults. 4. Responding to call-outs in a timely fashion. 5. Conducting preliminary investigations and problem solving to IT manager. 6. Repairing and replacing equipment as necessary. 7. Provide helpdesk support and resolve problems to the end user’s satisfaction.
Ministry of Higher Education and Scientific Research-Sudan
January 2012
to January 2014
IT Technician: Responsibilities:
Held responsibility for performing installations and providing high quality technical support, troubleshooting and maintenance services.
Regularly installed and upgraded both software and hardware equipment.
Liaised directly with staff to deliver robust technical support in response to any issues with PCs, resetting passwords, solving printer problems, installing applications and email configuration.
