Noxolo Zamile Ntinga

Call Management:

• Centralized call logging and tracking.
• Prioritizing and escalating issues as needed.
• Maintaining service level agreements (SLAs).
• Generating and distributing incident reports.

Problem Diagnosis & Resolution:

• Troubleshooting system, network, and software issues.
• Providing technical support via phone and remote access.
• Installing and configuring hardware and software.

Incident & Request Management:

• Logging, categorizing, and escalating incidents.
• Monitoring and ensuring timely resolution.
• Managing service requests and user access provisioning.

Change & Quality Management:

• Managing system changes and updates.
• Conducting quality checks and customer surveys.

User Support & Training:

• Educating users on IT policies and security best practices.
• Managing user accounts and providing access control.

Cybersecurity Support:

• Implementing security measures like multi-factor authentication.
• Coordinating with IT security teams to mitigate threats.

• Handled incoming phone calls, providing first-line support.
• Logging and closing calls on calling logging systems.
• Dispatching and scheduling of field technicians.
• Logging support calls with PC Manufactures.
• Escalated network issues to Telkom and ISP.
• Prepared quotations for computer repair services.

• Configured workstations with computers and peripherals.
• Monitored computer hardware for operational performance.
• Configured functions and installed necessary software following guidelines.
• Implemented strategies to resolve first-line problems promptly.
• Created requisitions for IT inventory.