Ranjita Kunwar

• Provide application support arising from Service Desk requests and telephone inquiries including:

- System functionality general assistance.

- Problem solve and assist with data issues as reported by users.

- System access and basic configuration under the direction of the Service Delivery Manager

• Manage, troubleshoot, and resolve end user and desktop ITS technical support requests maintaining ownership of support requests throughout their lifecycle.

• Record accurate and complete information for requests, including the correct assignment of classification, priority, and identification, and actively manage requests to ensure a timely and effective resolution.

• Escalation of ICT support requests to the external vendors and Service Delivery Manager as required.

• Support the Service Delivery Manager in the delivery of an ICT support function, ensuring SLA's and Best Practice service delivery is met.

• Mentor, support and provide technical advice to end users regarding correct and efficient usage of hardware and software applications to assist them with future ICT resolution.

• Provide assistance relocating user and office equipment and desk setups.

• Troubleshoot and resolve issues with AV equipment, hardware and software requirements in meeting rooms, collaboration areas and the CRRDA Experience Centre.

• Maintain and update knowledge base documentation, procedures and policies, continually seeking to improve the way in which work is undertaken.

• Participate in user acceptance testing and general system testing under the direction of the Service Delivery Manager.

• Administer user accounts, workstations, and group objects by applying knowledge of Windows Active Directory and MS Server and Exchange and install and configure computer software on user devices.

• Assist the Service Delivery Manager with Service Desk projects and service improvement tasks in the IT Services team.

• Contribute to software deployment/upgrades utilising SCCM & Intune technologies.

• Assists the Technology Manager in providing recommendations for hardware upgrades to desktop systems. Specifically for high end computer equipment utilised by the design team and Experience Centre.

• Attend to client IT requests in a professional and courteous manner ensuring that all requests are answered and processed in accordance with quality service levels and industry best practices.

• Provide assistance relocating user equipment and desk setups.

• Record accurate and complete information for requests, including the correct assignment of classification, priority and identification, and actively manage requests to ensure a timely and effective resolution.

• Provide timely support to clients by conducting thorough investigation and diagnosis of incidents, coordinating IT repairs and issue resolution with third party vendors and developing and maintaining knowledge-base resources.

• Administer user accounts, workstations, and group objects by applying knowledge of Windows Active Directory, MS Server and Exchange.

• Install and configure computer software on user devices.

• Provide application support arising from Service Desk requests and telephone inquiries including:

- system functionality general assistance.

- problem solve and assist with data issues as reported by users.

- system access and basic configuration under the direction of the Service Delivery Lead.

• Identify anomalies, trends, issues and potential system problems, as well as, potential areas for improvement and provide feedback to the IT Support Engineer.

• Participate in user acceptance testing and general system testing under the direction of the IT Support Engineer.

• Diagnose a customer's technical enquiry, hardware and software
• Resolve a customer's technical request, when possible, in a single telephone call using troubleshooting protocols
• Actively listen to customer enquiries and provide the customer with appropriate technical and/or operational solution
• Escalate customer enquiries to other departments where the enquiry cannot be resolved by the Technical Support Specialist
• Installing and downloading appropriate software
• Enter notes about the customer enquiry and solution provided into the database
• Process sales in the database for support related products and services
• Research relevant internet and intranet sites and databases to keep knowledge of products, services and operational procedures up-to-date
• Attend meetings and training to maintain knowledge of products and services (technical & operational).

• Answered user inquiries regarding computer software or hardware operation to resolve problems
• Prepared evaluations of software or hardware, and recommend improvements or upgrades
• Received, set up, and supported user-related equipment such as desktops and laptops
• Collects certain data from all departments
• Monitor e-mails concerning the office and prepare replies as applicable
• Prepares Notices and Agenda for the Meetings
• Maintain outlet computers connected to our system
• Receive, prioritize and resolve IT support requests