Kayla Dafel

Support Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or our ticketing system, and for all fibre queries.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Raise, update, and follow up on trouble tickets
• Engage vendors and field services whenever necessary and coordinate spare replacement as well as act as remote field support
• Keep the managing team up to date regarding critical faults and take part in Route Cause Analysis meetings
• Proactively analyse data from network monitoring tools and determine best course of action to prevent faults from happening
• Create or update internal documentation regarding actions taken to resolve specific case scenarios so that information can be centralized and shared among the team
• Respect customer SLAs

Standby Manager:

• Manage the technician on standby for after hour support
• Assist and take over when needed

Helpdesk Manager Responsibilities:

• When a technician is required for on-site assistance, it is my job to book them for the call-out.
• Call customers to confirm availability
• Stock control and giving technicians necessary stock
• Manage the on site technicians and follow up on the progress made
• Create files and job cards for call-outs and new installations of Wi-Fi.

Accounts Assistant:

• Allocate all customers monthly payments.
• Allocate all account queries to relevant personnel.
• Follow up and close all resolved queries.

• Increased productivity by prioritizing tasks and ensuring deadlines were met consistently
• Reduced administrative workload for the owner through proficient handling of routine tasks, allowing them to focus on higher-level responsibilities
• Maintained appropriate filing of personal and professional documentation
• Contributed to successful project execution by assisting with planning, implementation, and monitoring progress
• Optimized time management for the owner with effective calendar organization and event coordination
• Improved communication between the owner and external parties by drafting professional correspondence on their behalf
• Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation
• Streamlined the owner's schedule by managing appointments, meetings, and travel arrangements
• Filing, phoning suppliers, answering calls from customers, invoicing and sending out statements