Nomasonto Mthiyane

Technical Support:

Investigating workstations related incidents

Working with OS platforms and administrative functionalities

Providing workstations and Technical Support services

Providing workstations related support for the client

Troubleshooting associated issues

Installing software applications, drivers and printers

Participating in user acceptance testing and providing management with feedback to be able to provide the necessary support

Restoring all network capabilities and mapping network printers

Monitoring the network and system infrastructure for the organization to identify potential threats, investigate, and escalate alerts and events

Responsible for fault finding, repair and service of desktops and ICT equipment

Helpdesk Support:

Providing remote support to all client’s users utilising the given remote tools, by resolving all non-hardware related incidents recorded in the Ticket Management System

Providing onsite support for employees

Monitoring and delivering Service Desk outputs

Call closure notification and timely ticket updates

Incident Management:

Assisting with Incident and Problem management by identifying and reporting re-occurring errors/problems to the relevant support parties

Ensuring that all incidents logged in the Ticketing system are resolved remotely within the front office service level agreement

Ensuring that incidents logged that cannot be resolved remotely, are re-assigned to the relevant parties timeously

Attending to all problem related incidents that have been logged by the Service Desk front office and not resolved within the set service level agreement

Ensuring that client’s staff members are informed/updated regarding the status of their outstanding and unresolved incidents, and that the possible issues are escalated timeously to all the relevant parties

Restore/resolve the incident remotely or re-assign it to the applicable area for further investigation and resolution

Escalating to management in said event/circumstances as described above

Re-assigning unresolved incidents to the relevant resolution groups for resolution by Field support (vendor) and/or other relevant support groups

Enhancing customer experience and relationships, by ensuring services are delivered with high customer satisfaction; in other words resolve first time, every time