Anthea Sithole Email & Phone Number

South Africa

Ndabeni

• IT Helpdesk and customer service professional for leading Internet Service Provider, Kibo Connect. My role was to be the first point of contact for our customers through a variety of communication channels with the aim.
• Analysis of all queries and correctly define as incident, service request or a reoccurring problem
• To provide first level technical support relating to internet, voice and mail management queries
• Service all customer enquiries, requests and incidents relating to fibre to the business (FTTB), business broadband (BB), business LTE failover solutions, fibre to the home (FTTH), xDSL and voice over IP (VOIP)
• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
• Report to senior managers on any issue that could significantly impact the business

Bellville, Cape Town

• Manage the daily operations and people aspect of the Service Desk
• Working with Incident Management Process Owner to plan / coordinate all process activities
• Handling customer and management queries
• Engage and work with other ITS departments to create and provide workable solutions to support business processes - effectively and efficiently.
• Assist in ensuring business continuity through availability of supported applications.
• Appointing people to the required roles.

Bellville

• Provide a support and admin function to internal and external users of applications that are available on the Secure Services platform.
• Provide critical input to ITS Management relating to Client concerns and queries.
• Provide second level support for developed applications: SLO, VWP, MyLeads and SmartSMS.
• Administrator and support specialist for external applications: Hertzner - FC mail and LiquidCloud Email.
• Assist with and find resolutions of problems within the Secure Services supported applications.
• Find solutions around technology based queries affecting the Secure Services web environment as well as.Mobi

Bellville

• Working with ESD Operations Service Owner and Incident Management Process Owners to plan / coordinate all process activities.
• Planning and managing support for Request Fulfilment tools and processes
• Coordinating interfaces between Request Fulfilment and other Service Management processes.
• Handling customer and management concerns, requests, issues and enquiries.
• Ensuring Request Fulfilment activities operate in line with service level targets.
• Reviewing and analysing all Request Fulfilment reports to proactively seek improvements.

Sandton, Johannesburg

To assist with the employing of new staff,To train or delegate experienced staff to train new employees,To mediate with regards to staff conflict (in the team or with senior management),To track staff attendance and leave schedules,To provide critical information with regards to staff performance/ progress to management,To monitor staff progress with.

Cape Town

• Call logging i.e. phones, e-mail, walk-ins
• Creation of users: Heat, Progress, NT, Exchange
• H/W and S/W user support
• Rolling out pc’s to the business
• Installation of Software
• Security Administrator o Creation, amendments and deletion of staff o Creation and deletion for Remote Access within NIB using RSA tokenso Trouble shooting errors o Permission to serverso NT/Progress password’so.

Cape Town

• Setting up meetings for projects
• Taking meeting minutes
• Arrange necessary documentation
• Liaise with clients on all necessary requirements for the project
• Set up Dashboards via the POT application
• Running Timecap reports

Cape Town

• Managing the Cape Town branch
• Training the IDCS Diploma Course: Unit 1(BCP), Unit 2 (Programming), Unit 4 (HCOMMS), Unit 5 (BSYSTEMS)
• Training the Entry Level COBOL Course
• Doing Student Appraisals
• Checking on financial status of course fees
• Doing company budgets

Cape Town

• Development for period of 1year
• Investigating/Feasibility Studies of future & current projects
• Scope of projects
• Project Plan & Life Cycle
• Setting up a project team
• A new section namely Logistics:

Management Development Programme, Leadership Skills

Entry Level Programming Certificate, Development, Certified Users Council Certificate (Entry Level Programming)

COBOL Practical (PRA12) COBOL Language Theory (COB01) Concepts of Data Processing (CDP) Program Design (PGT01)

Senior Certificate, Business And Economics, 12

Activities and Societies: Hockey