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Support & Maintenance

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Roles and responsibilities
  Single point of contact for ICT related issues, problems, requests
  Provide quick services to its users, provide problem identification, support and resolution functions to its customers
  Record, monitor problems being reported to ICT, update users on status of problems, and report on service level metrics for services provided
  Compile a knowledge base of problems and solutions, for use by first level support personnel
  Track and report on Service Level performance that it achieves and ICT delivers
  Maintain failed office equipment (printer, ups, computer, laptops, phones, network devices)
  Perform preventive maintenance regularly
  Keep an inventory of maintained and replaced items
  Prepare depreciation, discarding and replacement plan for equipment