Nomasonto Mthiyane

• Provided technical support to customers over the phone and via email.

Provided basic instruction to customers regarding the use of specific software programs or applications.

• Coordinated with other departments within the organization in order to resolve complex issues quickly.
• Assisted customers with setting up new accounts on various software platforms.
• Diagnosed and troubleshot computer problems for customers by using remote access tools.
• Installed and configured hardware components such as printers, scanners, modems, routers, and other peripheral devices.
• Assisted customers with various types of technical issues via email, live chat and telephone.
• Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Upgrades of Windows software. Office 365. Ensure that contracted Service Level and Satisfaction targets are achieved To ensure that all calls are logged correctly, updated correctly, followed up, escalated timeously, serviced and closed with sufficient detail Ensure that all routine monitoring and maintenance tasks are completed according to schedule and to the prescribed standards Ensure that all open calls are constantly reviewed and updated until call closure To ensure a minimum customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal support.
• Troubleshooting and support for VPN, troubleshooting and support for file and print services, Installation of new laptops and desktop computers as well as data transfer for new Pc's as per user specifications, Download and install updates for desktop computers, Download, install and update driver software, Basic network connectivity troubleshooting, Helping users access shared resources.

Ensure that contracted customer Service Level Agreements are met (resolved) To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA

·To ensure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride)

Ensure that calls are checked and updated with the latest updates until call closure

To ensure a minimum customer satisfaction feedback rating monthly with external contracted Customers and action to position SLA and satisfaction measurement for internal support

Basic AD user and computer account Administration (Account lockouts, OU Memberships)

To Backup Engineers for customers and support staff

To assist with Smart Hands Onsite when required

Printer support and maintenance

Manage requests/call logged to Vendors and 3rd Parties

To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users

Monitoring the network and system infrastructure for the organization to identify potential threats I would investigate, and escalate alerts and events I would also perform the desktop the support role where I would Provide technical support to users. Troubleshooting of hardware and software issues. Setting up of desktop hardware as well as assisting with the installation of computer software and system updates.

• Achieve personal production targets in line with Service Level Agreements while maintaining the required repair quality standards
• Responsible for fault finding, repair and service of desktops and ICT equipment.
• Reduce backlog within acceptable parameters.
• Adhere to workshop maintenance and safety regulations to ensure a clean and healthy environment according to company policies, procedure and ISO standards.
• Ensure that operating supplies and parts are ordered and posted accurately and booked according to the correct timeframe.