Meron Yohannes Mengistu

User Support: Provided Tier 1 IT technical support (on-site and remote support) to UNICEF staff on their requests and IT related incidents in collaboration with the Help Desk Assistant and the ICT officers. Domain joined and configured UNICEF laptops to staff as per the UNICEF ECO laptop configuration checklist as well as imaging and reimaging UNICEF laptops. Assisted in receiving, registering and following up on staff requests and IT related incidents on Service Gateway, an online ServiceNow IT incident management portal and ticketing/helpdesk tool. Administration Support: Processed staff requests/tasks/IT incidents on Service Gateway (ERP system) (open to resolution stage). Escalated user requests/IT incidents to the relevant assignment group including to the UNICEF Global Shared Services Center. Ensured all requested staff incident ticket status are updated (on hold, resolved, or closed) by following up with the assigned ICT officer and the Help Desk assistant. Assisted in receiving new ICT equipment from admin for configuration and handover to the respective user. Documented laptop configuration checklists. Generated a weekly open calls report using a data anlaytics software. Attended and acted as a rapporteur during monthly ICT section team meetings by taking meeting minutes.