Experience

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  Gijima

  Mar 2013 - Dec 2015

  • Manage telephone and ensure personalized customer service of the highest level. • Log calls and manage SLA for Total and Black mountain mine clients• Resolve calls remotely, e.g. reset password and unlock accounts for clients.• Respond to customer inquiries. • Provide personalized customer service by responding to the needs of the customers. • Ensure feedback from the customer to further improve the customer services.• Manage and update customer databases with the status of each customer. • Provide services on time to customers.• Build customer loyalty by follow-up of customer calls. Show less • Train end-user support of the use of the software, installing and configuration and implementation at client sites.• Manage departmental desktops and Oversee and assist with system administration. • Assist users with software issues for a predefined set of software.• Diagnose and resolve day to day operations issues.• Assist with assigned user account administration and file rights management. • Implement backup and recovery.• Develop and provide user training for basic hardware and software use. • Installing antivirus program.• Identify computer problems and advising on the solution. Show less

  • Service Desk Agent (First line Support)

    Nov 2013 - Dec 2015

  • Technical Support Agent

    Mar 2013 - Oct 2013
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  Altron systems integration

  Oct 2016 - now

  Service desk analyst

  • 1st IT support• Logging and tracking of incidents and requests• Logging and communicating all incidents to customers and IT• Remote support• Troubleshooting skills - office desktop and applications• Manage and troubleshoot Office 365 and other cloud based systems.• Troubleshooting of Network Related issues (Especially pertaining to LAN; WAN)• Assist with Printers, Computer and Telephone issues.• Ability to provide first time resolution by using available tools.• Identification and escalation of re-occurring problems and incidents• Follow up on priority calls• User account administration, e.g. Password resets on Active Directory, unlock AD account, disabling expired accounts in accordance with HR requirements.• Interact with numerous computer platforms in a multi-layered client server environment • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems• Provide the appropriate type of technical support to resolve IT related incidents and to respond to users and customer queries with a degree of accuracy Show less