Durban Metropolitan Area
I have immense experience in Network Support (Huawei R&S), IT Support and Desktop support. I have skills in hardware and software repairs, updating, resolving and closing incidents on the service desk system (HEAT). On daily basis I perform in ad-hoc service line as required, carrying out preventative maintenance, effective communication and providing feedback to key stakeholders, maintaining and improving customer satisfaction through first time incident resolution and quality service delivery.
Handle all logged calls accurately and timeously as per Service Level Agreements. Conduct troubleshooting on all queries referred by the ICT Service Desk. Perform preventative, adaptive and perfective maintenance to ensure optimal functioning of the end user device management environment. Performing first line diagnosis prior to assignment of the incident to vendor (includes PABX telephony system, video conferencing, barcode scanners, digital signature pads, audio recording systems). Executing all changes in accordance with the change management process. Analyze reported problems and implements appropriate solutions and escalates unresolved issues. Resolve the root causes of incidents and deploy effective workarounds. Resolve problems as underlying causes are identified and corrected. Communicate clearly and precisely with customers regarding expectations for call-backs, follow-ups regarding their issues, interactions with development, and other open issues. Identify suitable workarounds that provide staff with service improvement while a more permanent solution is sought. Analyze urgency and the resources required to effect temporary or permanent solutions to the problems. Follow the processes and procedures for technical support workflow. Provide remote technical support. Provide VIP support. Adherence to Standards and Polices. Adherence of Client Service Level Agreements (SLA) external. Adherence of Operational Level Agreements (OLA).
Act as the main point of contact for customers for any complaints and issues. Maintain, service, and repair all equipment within the organization. Install and validate the entire range of specialized equipment. Implement scheduled maintenance, calibrations and troubleshooting on various equipment. Escalate technical problems following the escalation processes and tools of the company, utilizing the prescribed escalation processes to resolve customer service delivery issues and analysing the root causes that will lead to effective problem solving. Provide technical assistance to assigned field service calls within timescales as specified by SLA. Effectively investigate and rectify faults reported by end users. Perform routine maintenance and modifications/updated as required. Develop and maintain local network in ways that optimize performance. Identify computer or network equipment shortages and place orders. Ensure security and privacy of networks and computer systems. Set up workstations with computers and necessary peripheral devices. Install and configure appropriate software and functions according to specification.
Rotate User data using Scripts, back-up & reload onto new HP laptops. Manage Back-up tapes, monitor data size and manage allocation of new tapes. Assisting Global Users on Skype for Business. Asset updates, stock count & ordering. Configure users Profile, email & installing Accounting Software ( Sage Pastel etc). Being the 1st line of contact handling users calls on timeous intervals. Helpdesk support users on passwords.