Khensani Mitombeni

• Carry out daily system checks
• · Logging and managing calls on ticketing system
• · To provide 1st line technical support; Answering support queries via phone
• · Taking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
• · To maintain a high degree of customer service for all support queries and adhere to all service management principles
• · To take ownership of user problems and be pro-active when dealing with user issues
• · Troubleshooting system and network problems and diagnosing and resolving hardware or software issues
• · Setting up new user accounts and profiles and dealing with password issues
• · To escalate more complex calls to a more senior IT Support member
• · Maintain a log of any software or hardware problems detected
• · Support users in the use of computer equipment by providing necessary training and advice
• · Installing and configuring computer hardware, operating systems and applications
• · Monitoring and maintaining computer systems and networks
• · Assist with in-house system backups