Lonwabo Tshetshe

Providing remote technical support for a diverse client base, assisting end users of all skill levels with break-fix issues, education, and troubleshooting across workstations, Microsoft 365, G Suite, business applications, peripherals, and connectivity.

Key Responsibilities:

• Manage inbound and scheduled requests via phone, email, and ServiceNow.
• Administer Microsoft 365 and Active Directory (accounts, groups, permissions, onboarding, and offboarding).
• Troubleshoot wireless, VPN, and virtual desktops (vSphere/VMware Horizon).
• Provide timely updates, and maintain accurate ticket documentation.
• Resolve incidents efficiently, ensuring SLAs, and metrics are met.
• Respond to system alerts (hardware, network, firewalls, servers, VMs), coordinate with ISPs/vendors, and notify clients of outages.
• Support higher-tier engineers with research and documentation.

Duties:

• Providing end-user support through logging of tickets and requests, acting as a single point of contact for all applications, infrastructure, and specific third-party related problems.
• Progressing each ticket logged into the Ticket Management System for any resolver team, providing regular end-user updates, and real-time escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end user.
• Monitor the availability of the team’s time management, being responsible for the cover and well-being of the service desk.

Ticket Logging:

• Comprehend the client's business environment and the potential impacts and severities that IT-related incidents may have on both users and the business.
• Accurate logging of all ticket information.
• Ensure familiarity with client business imperatives, technologies, and support processes.
• Ensure acknowledgment of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified in the Service Level Agreement.
• Raising access request tickets when required.
• Provide a technical understanding and effective communication to the end user to assist in resolving any tickets, where possible, First Time Fixes, or even First Line Fixes. i.e., quickly identify, diagnose, and troubleshoot.
• Identifying solutions through either verbal, front-line, or client-authorized first-time fixes.
• Accurate identification and assignment to resolver groups.
• Provide 'proactive' communication, as well as take ownership when performance or capacity-related monitoring tools alert that a threshold has been breached.
• Providing first-line support to other clients outside of normal business working hours.

Incident Management:

• Fully responsible for the progression of each ticket logged in the ticket management system, irrespective of end user geography, application, or resolver group.

Mailbox management:

• Management and maintenance of the mailboxes.
• Correct logging.
• Tagging emails.
• Filing away.

• Roles/Responsibilities
• Helpdesk
• Log tickets for all client queries, add standard checklist in the ticket and escalate, as necessary.
• Monitoring Tickets to ensure that tickets are managed/resolved efficiently and in a timely manner.
• Focus on technical tickets -ensuring prompt responses and escalation of issue cases.
• Quick turnaround time for resolving queries.
• Escalate issues accordingly to Tier 2 Engineers or relevant IT partners.
• Consulting with relevant IT partners on troubleshooting, resolving, and overseeing all severity outages & per ticket level.
• Timely communication both internally and externally (clients).
• WhatsApp notifications/escalations, stand-up meetings, and systems.
• Focusing on monitoring systems -always be aware of the statuses of monitoring systems including.
• Follow basic processes as well as required external escalation steps and contact info when assisting with escalations.
• Solve basic configuration issues.
• IT Facilities Support
• Arranging for additional equipment required for meetings and new starters, examples include but not limited to cabling, projectors, and speakers for meetings.
• Fulfilling procurement requests for new or replacement equipment (headsets, terminals, laptops, cabling etc.).
• Security Access levels. Ensuring that staff are allocated the correct building access levels and not able to access restricted areas where applicable.
• Keeping track of assets via the asset register.