Service Desk Department
Dec , 2025
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OUTLINE
Presented by: Girma Balcha
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Main Duties
Head office support
Provide IT support for head office staff (hardware and software issues)
Install, configure, and maintain desktop and laptop computers
Set up and manage office network arrangements (LAN, Wi-Fi, routers,
switches)
Troubleshoot network connectivity issues
Install, configure, and maintain printers, scanners, and photocopy
machines
Perform new office IT setup, including network cabling and workstation
arrangement
Manage user accounts, passwords, and basic security settings
Ensure regular system updates, backups, and antivirus protection
Coordinate with vendors for hardware repairs and replacements
Keep records of IT assets and support activities
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Office Setup and IT/Electrical
Installation tasks
The office arrangement work included organizing furniture, workstations, and
equipment to create an efficient and functional workspace.
All computers and laptops were upgraded with the latest Windows version, and
required applications were installed.
Printers and photocopiers were set up and shared on the network for easy access.
USB ports were configured to ensure proper connectivity with all devices. The
systems were tested to confirm everything is working smoothly.
Network setup involved installing and configuring network devices such as
routers, switches, and access points to ensure smooth connectivity for all
workstations.
Electrical node installation included setting up necessary power outlets, cable
management, and connections for computers, printers, and other office
equipment, ensuring safety and operational efficiency.
All tasks were completed according to standard office and safety guidelines, and
systems were tested to confirm proper functionality
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Active Directory (AD tasks)
Joining computers to the Active Directory domain
Creating and managing user accounts and computer
objects
Configuring and applying Group Policies (GPOs)
Managing user access rights and basic security
permissions
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Antivirus & Endpoint Security
Installing and updating antivirus software on servers and
user devices
Identifying symptoms of malware, virus infections, and
suspicious system behavior
Communicating security alerts and incidents to the
Information Security Department
Following security procedures and escalation protocols
Assisting in investigation and resolution of security
issues
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IT Equipment Evaluation &
Specification(tasks)
Evaluation of IT and network equipment requirements
Preparing technical specifications for computers,labtops
printers,network devices and computer devices
Assisting in procurement decisions based on technical
analysis
Verifying delivered equipment against specifications
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Documentation & Reporting
Maintaining IT asset records
Preparing task completion and system update reports
Vendor coordination and user support
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Preventive Maintenance
RAM Upgrade, and New Dell 5000 Delivery to Head Office
Conducted preventive maintenance on existing computers to ensure optimal
performance and longevity.
Upgraded RAM on existing systems to improve speed and multitasking capabilities.
Procured and delivered new Dell 5000 computers to the Head Office, configured
according to organizational specifications
Example:
AI department
Data product and analysis
Core banking
Auxiliary network
Online banking
Switch
Credit underwriting
Mortgage
Security
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Cabling, Network, and Electrical
Installation with Node
Configuration (Recommended)
Network Installation:
Configured network devices including routers, switches,
and access points to ensure smooth connectivity across
departments.
Electrical Setup: Installed electrical wiring, outlets, and
power points to support computers, printers, and other
office equipment safely.
Cable Arrangement:
Organized all network and electrical cables neatly for
safety, easy maintenance, and efficient workflow.
Testing and Verification:
All systems, nodes, and connections were tested to confirm
proper functionality and compliance with organizational
standards
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Next Working / Planned Tasks
Ongoing Preventive Maintenance:
Continue regular cleaning and system checks to maintain optimal performance of computers
and laptops and printer
Finalized of Active Directory
Monitoring
Assigned specific IP ranges to different departments or devices to organize the network and
avoid conflict
Software Updates: Install and update software applications and security patches as needed.
New System Deployment: Configure any additional laptops delivered to the Head Office in
the future.
Policy Review & Implementation: Regularly review and enforce IP address and network
policies to maintain security compliance.
Collaboration with Departments: Continue coordinating with Security, IBD SWIFT, and other
relevant departments for secure IT and banking operations.Office IT Optimization:
Assist in rearranging or upgrading office IT equipment to improve workflow and efficiency.
Provide training or handover guides to IT staff for maintenance and troubleshooting
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