SINETEMBA CAWE

Experience

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  T-Systems International

  May 2013 - Feb 2015

  Service Desk Analyst

  • Handling incoming incidents via the phone / e-mail promptly and effectively within SLA• Diagnosing and resolving a wide range of technical issues over the phone and remotely. • Supported Microsoft Office 2007/2010, • Basic SAP troubleshooting• Software and hardware troubleshooting• Active Directory and MS Exchange user maintenance• Security responsibilities- Security Update, bit locker administration and System access control • Utilised problem solving and troubleshooting abilities to resolve any major issues.• Escalating calls and issues where necessary to senior managers, team leaders and supporting stuff. Show less

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  Altron Digital Business

  Mar 2015 - Jun 2016

  Technical Support

  Responsible for taking & logging incoming calls & providing efficient customer support for all 1st, 2nd and Sometimes 3rd Line issues relating to Applications, Desktops and peripherals. Providing technical IT support to over 300 sites.•Handling incoming incidents via the phone / e-mail promptly and effectively Within SLA •Diagnosing and resolving a wide range of technical issues over the phone and remotely. •Supported Microsoft windows XP.Vista, 7 and Office 2007/2010.•Application Support – Windows and Linux Based Applications •Basic SQL Querying•Monitoring and Maintaining POS computers•Monitoring and investigating network connections to remote site.•Maintaining the 4Com Server•Updating support documentation.•Escalating calls and issues where necessary to senior managers & senior support team. Show less

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  Bowmans (Law Firm)

  Jul 2016 - Aug 2022

  Problem identification and resolution :• Investigate and identify the source of the problem independently• develop and implement a solution for the problem• Proactive solution implementation to prevent recurrence of similar problems in the future• Responsible to identify optimal solutions, thinking first in terms of possible approaches and flexibilities in the system vs. blind adherence to rules or procedures• Responsible to deal with more complex, escalated requestsPrepare for audio visual events• Obtain details for the event• Liaise with user to determine any special requirements• Set up boardroom before event• Ensure everything is working• Decommission room and collect equipment when event is overRepair and maintain• Conduct repairs timeously on both hardware and software• Log a call with supplier if repairs cannot be done in house.• Supply loan equipment to user where appropriate. • Ensure audio visual facilities are in working order on a daily basis• Maintain all IT equipment on a regular basis eg printers, fax machines, copiersInventory• Maintain adequate levels of IT stock. This includes both consumables and hardware• Report hardware levels to Help Desk Team Leader/IT ManagerInstall software for users• Receive request for software from user• Obtain software from BG software repository or internet for special application• Install software for user• Train user on how to use softwareIT projects• Contribute to IT projects as requiredLeadership• Provide informal guidance to junior members of the team on more complex issuesRelationship Building• Develop and maintain relationships with levels of staff as a trusted IT resource. • Maintain strong working relationships with and have open and transparent communication between all members of the IT teamCustomer Service• Respond to client needs in a timely, professional, helpful, and courteous manner, regardless of client attitude. Show less User Support• Monitor all incoming help desk calls• Attend to all calls timeously and professionally• Escalate queries where necessary• For escalated queries, keep users updated on progressPrepare for audio visual events• Liaise with users to determine any special requirements• Set up IT related things in the boardroom before event • Ensure equipment is fully functional• Decommission room and collect equipment when event is overRepair and Maintain• Conduct repairs timeously on both hardware and software.• Log a call with supplier if repairs cannot be done in house• Supply load equipment to user where appropriate• Ensure audio and visual facilities are in working order on a daily basis• Maintain all IT equipment on a regular basis (e.g. printers, fax machines and copiers) Data Center• Ensure all tape backups are done daily• Ensure no warning alerts and investigate any failed backups• Ensure server room environment is optimalIT Projects• Contribute to IT projects as required• Use opportunities to learn more and gain experience with working on a specific task givenInventory• Maintain adequate levels of IT stock. This includes both consumables and hardware.User Moves and New user set up• Re-connect desktop/laptop, phone and printer• Update systems where relevant• Setting up and configuring new desktop or laptops for new users and replacementsInstall Software for Users • Receive request for software from users • Install software for users• Train user on how to use softwareAccess Control • Server and application access • Building accessRelationship Building• Develop and maintain relationships with levels of staff as a trusted IT resource• Maintain strong working relationships with staff and have open and transparent communication between all members of the IT Team. Show less

  • Senior IT Helpdesk Office

    Mar 2021 - Aug 2022

  • IT Helpdesk Officer

    Jul 2016 - Mar 2021
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  Norton Rose Fulbright

  Aug 2022 - Apr 2023

  Senior Service Desk Analyst
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  Bowmans (Law Firm)

  May 2023 - now

  IT Helpdesk Team Leader