• Guide users through the enrolment guide for each of the end-devices (laptops, tablets, mobile phones, iPads);
• Provide user-support for self-enrolment process;
• Provide user-support for users seeking technical assistance from IT Kiosk;
• Perform troubleshooting through diagnostic techniques and pertinent questions;
• Training users in best practices;
• End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones);
• Direct unresolved issues to the next level of support;
• Liaise with other NCIA Business Areas concerning incident resolution and request fulfilment;
• Pass on any feedback or suggestions by users to the appropriate internal channels.

Admin and logistic support - Part of the enrolment is also a structured approach for the physical transport and handout of end-device to the end-users. To this end, the team will support the logistical element by:

• Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the CMDB;
• Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops.

Continuous Improvement:

• Identify areas for improvement in the enrolment process, documentation, and best practices;
• Proactively identify potential vulnerabilities and coordinate preventive measures;
• Contribute to the knowledge base of the implementation team;
• Ensure all information and registers are accurate and up-to-date.