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Desktop Support Technician @The World Bank Group
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WORK HISTORY
Desktop Support Technician @The World Bank Group
Respond to IT support requests from clients as related to hardware and software issues via multiple sources, such as phone calls, emails, and referred ticketsEnter call data into the ticket tracking systemInteract with clients in a courteous and professional mannerCommunicate updates on issues in a timely manner to ensure client satisfaction and productivityProvide on-the-spot training to clientsConfigure and install computer equipment, peripheral equipment, and other personal computing devicesTroubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guidesSeek technical assistance or escalate problem, when necessaryImplement predetermined software or hardware changes to rectify any issuesEnsure compliance with IT policies, data consistency, as well as inventory management and reportingMaintain an accurate inventory of all IT equipment and softwareAct as department\'s hardware and software asset custodian and ensure equipment and licensed software are tracked and maintained in line with current policies and proceduresParticipate in project implementation and deployment efforts with team members, clients, and other IT groupsCoordinate plans and schedules of installations and deployments and ensure deployments meet client expectationsSetup video-conference, audio-visual equipment, and other electronic devices for eventsProvide basic mobility support on iOS and Android smartphones and tabletsPerform Active Directory related functions, as appropriate, under the local IT access rights (e.g. create and update access permissions)Work with basic infrastructure products and basic networking productsProvide maintenance and support for basic client products, peripherals, and networkEnsure that information and systems are protected in a manner consistent with information security policy, procedures, and standards
EDUCATION
Fondation Kyp Intec
Bachelor's Degree, Computer repairing
SKILLS
ABOUT JEAN JACQUES NZENDE
Desktop Support , World Bank Group
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