Achmat Davids

ICT 2nd Line Support at SABS

• South Africa - Cape Town
• My current job since May 2018

● Maintain and manage all ICT related issues between the Cape Town, PE and East London offices
● Setup and delivery of new or replacement ICT equipment
● Assist/stand in for ICT Service Desk Agents or 1st line as and when required
● Remove virus/malware on affected machines
● Ensure troubleshooting actions are documented on all calls before escalating to other support structures
● Ensure escalated calls are still within SLA upon escalating to other support structures
● Ensure all users log calls on Service Manager (Call logging system)
● Provide feedback and follow-ups to affected users & your line manager on outstanding incidents logged to Service Desk
● Contribute to the Service Manager Knowledge Database
● Ensure users adhere to ICT procedures