Experience

Takealot Deliver Team

• Transportation, Logistics, Supply Chain and Storage
• 200 - 300 Employee

• Independent Contractor

  • May 2021 - Present



Aptronics

• South Africa
• IT Services and IT Consulting
• 1 - 100 Employee

• • Mar 2009 - Jun 2020

  Service Desk AgentResponsibility:Achieve services in line with agreed customer SLA, for you and your team.Maintain and improve customer satisfaction levelsResponsibilitiesTo monitor and distribute Incident calls to ensure that the appropriate action is being taken to meet SLA when first contact resolution could not be reached.Handle incoming emails from customers ensuring they are acted upon in a timely manner.Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.Contact third party suppliers to log support calls, get updates on open support calls or request technical advice.Work closely with resource management to organise engineer to site where required.Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.Escalating calls to senior engineers or management as appropriate.Liaison with internal departments, vendors and suppliers where required.Identifying and recommending improvements for the Technical Service Desk operation.To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.To ensure all requests meet or exceed the contractual Service Level Agreements.Always maintain high customer-care levels.Carry out housekeeping tasks.Actively seek to improve and grow own skill and knowledge in appropriate areas.Carry out simple remote diagnostic tests and checks when incidents are logged by customers.Ad-hoc duties as requiredPrepare documentation for internal admin staff to create customer Ensure that all internal and vendor application and process training is attendedWork on SAP Fieldglass system Sage X3 Show less

• • Mar 2009 - Sep 2010



University of the Witwatersrand

• South Africa
• Higher Education
• 700 & Above Employee

• Helpdesk

  • Apr 2007 - Feb 2009

  Logging and assigning calls to technicians Follow up and monitor calls 1st Line Technical Support Worked on Operating System XP & 2003 MS office Remote Desktop Connections Desktop Support to users Oracle System Log oracle finance system calls Enable, and unhide user’s accounts Assign calls to engineers Create procedure Logging and assigning calls to technicians Follow up and monitor calls 1st Line Technical Support Worked on Operating System XP & 2003 MS office Remote Desktop Connections Desktop Support to users Oracle System Log oracle finance system calls Enable, and unhide user’s accounts Assign calls to engineers Create procedure



Fedics

• Hospitality
• 300 - 400 Employee

• Help Desk Operator

  • Jun 2005 - Nov 2006

  Logging Calls to technicians Helpdesk Reports Schedule helpdesk meetings Follow up and monitor calls My Market Helpdesk Consultant Link suppliers to buying organizations Add users to procurement Create catalogue View Create buying organizations Change user passwords Logging Calls to technicians Helpdesk Reports Schedule helpdesk meetings Follow up and monitor calls My Market Helpdesk Consultant Link suppliers to buying organizations Add users to procurement Create catalogue View Create buying organizations Change user passwords



BYTES INFORMATION TECHNOLOGY SERVICES LTD.

• United Kingdom

• Help Desk Consultant

  • Jun 2004 - May 2005

  Technical 1st line support to 20 Branches nationwide Installation and Troubleshooting of hardware and software (Microsoft Windows XP Professional, 2000 Professional and 98) Desktop Support to users Maintenance of 26 Microsoft Servers by morning procedures (Checking drive space, event logs and backup schedules) Maintenance of license, asset and backup registers and files pertaining to user profiles Ensure stability and availability of Mail and Internet connectivity Configure and setup PC's/workstations Implement and support all peripherals Maintain relevant documentation and comply with company policies and procedures Implement regular service packs and patches of all operating systems and associated software on laptops and PC's Show less