IT assistant
Small & Micro Enterprise Promotion Service (SMEPS)
Total years of experience :6 years, 8 Months
- Acted as primary contact for IT-related queries, effectively managing first-line support and escalating issues as necessary.
- Demonstrated ability to manage user expectations and deliver within SLAs, enhancing confidence in IT services.
- Played a pivotal role in the second-line support function, contributing to the resolution of complex service desk issues.
- Led the development and update of IT processes, ensuring comprehensive documentation and adherence to best practices.
- Managed IT assets, including procurement and maintenance of hardware and software, ensuring compliance with policies.
- Excelled in troubleshooting and network maintenance, including LAN-WAN issues,
contributing to the reliability of IT infrastructure.
- Provided comprehensive user training on new software and computer equipment, enhancing organizational IT literacy.