ICT Help Desk Support
July 2024 - October 2024
- Lab Management: Prepared and monitored 5-10 computer labs daily to ensure full functionality, supporting seamless teaching sessions for 200-600 ICT students. Proactively identified and resolved technical issues before classes began, contributing to an uninterrupted learning environment.
- Team-Based Technical Support: Worked collaboratively in a three-person team, providing immediate assistance during three-hour shifts, twice a week. Played an active role in sharing technical knowledge with colleagues, escalating complex issues when necessary to ensure effective problem resolution within a short timeframe.
- Comprehensive Troubleshooting: Delivered end-to-end technical support for students, addressing a range of hardware, software, and network issues. Guided users through step-by-step troubleshooting, significantly improving their understanding and ensuring effective resolution of technical problems, resulting in higher user satisfaction.
- Infrastructure Oversight: Monitored and managed lab ICT infrastructure, including computers, printers, projectors, routers, and switches. Conducted routine inspections and preventive maintenance, ensuring all equipment was operational, which directly contributed to minimising downtime and maximising the availability of technology resources.
- Customer-Focused Support: Provided excellent customer service by actively listening to students, addressing their inquiries, and resolving issues in a friendly and timely manner. Consistently exceeded customer satisfaction metrics by ensuring students received clear guidance and support, fostering a positive learning experience.
