Katlego Tsiu

• Receiving incident reports via phone, email.
• Recording incident details accurately on 1Web
• Escalating issues to the appropriate technical or operational teams.
• Updated affected users and stakeholders on incident status and resolution progress.
• Monitored incident progress to ensure timely resolution and adherence to protocols.
• Met service-level agreements (SLAs) by prioritising and resolving incidents efficiently.

Strong customer service and communication skills.

• Problem-solving and troubleshooting abilities.
• Knowledge of IT service management frameworks such as ITIL.
• Experience with ticketing tools such as ServiceNow or Jira Service Management.
• Ability to work under pressure during major incidents.
• Maintained meticulous documentation to ensure accuracy and clarity in incident records.

• Investigated customer complaints regarding slow speeds, dropped connections, and coverage issues to enhance satisfaction.
• Communicate with customers about outages, maintenance, and fault resolution.
• Troubleshot 4G/5G and Wi-Fi connectivity problems, restoring connectivity for affected customers.
• Track incidents and update tickets until resolution.
• Escalate complex faults to network engineers or specialist teams.
• Monitor network performance and ensure service quality standards were met.
• Analyze network data and logs to identify recurring problems.
• Coordinate with operations, planning, and customer support teams