· Understand and adhere to Incident Logging Process Fault Logging on Ocular Service Desk· Action all Assigned Cases within SLA· Fault Resolution on all Ocular Products (Level 1)· Escalation to Level 2 Feedback to Customers and Support on Cases resolved/pending· Complete Daily Health Checks - All Ocular Installed Systems· Monthly Tasks - Backup and Maintenance· After Hours and Standby with commitment to the standby role· Verify remote access to customer sites weekly· Telephony and Network Knowledge essential· Ensure Product Training is completed· Ensure all Documentation is signed and filed· Accepting change and challenges readily· Remain Current on Technology and Aspect Related Products· Assist with Internal LAN and IT RequirementsFault logging with Telco Providers on behalf of customers· Project involvement.· Provide on-site support· Provide System Monitoring· Assist Level 2 on Project tasks· Self-learn through online portals· Attend all internal Training Sessions that benefits role· Make use of internal document and knowledge repositories like SharePoint.· Ensure a High Level of Interaction with all Ocular Divisions· Responsible and Accountable for tasks and actions

• Monitor all production systems and services via PRTG• Install, manage and maintain PRTG to ensure efficient systems monitoring• First point of contact for all system queries / complaints• Conduct regular physical checks of all equipment in the server room• Report all storage disk failures and replace disks• Liaise with 3rd party providers i.e. Telkom, Neotel, Accent, Ocular, Vodacom, Dell and Internet Solutions • Provide 1st line support 24/7 to all Tracker Staff  Install and support all inhouse applications Desktop and Laptop support ( MS Office, XP, Win7, Win8, Win10) Add/Remove users on AD, Exchange and Network Shares Create Users on Aspect, Install and configure Aspect software Printer setup and Support Email setup and support on mobile devices i.e. Android Creating reservations and exclusions on DHCP 1st Line Network and LAN Support (TCP/IP)• Ensure compliance of calls logged against the call logging process.• Report and escalate incidents as per agreed procedures and processes. • Escalate incidents to the necessary resources for resolution. • Provide consistent feedback and follow-ups on outstanding incidents logged to the Service Desk. • Communicate outages to affected staff as necessary. • Ensure compliance with workstation standard. • Ensure compliance with network standards. • Support Knowledge repository.• Ensure adherence to the call logging process.• Ensure adherence to all processes and procedures within networking

• 1st and 2nd Line Desktop Support (XP,Vista,Win7, Win 8 and Win 10)• Install and support all inhouse applications • Add/Remove users on AD, Exchange and Network Shares.• Create Users on Aspect, Install and configure Aspect software.• Setup and Support VPN • Printer Setup and Support• Adding reservations and exclusions on DHCP• Email setup and support on mobile devices i.e. Blackberry and Android • 1St Line Network and LAN Support (TCP/IP)• Hardware repairs and replacements on Desktops / Laptops• Setup and configure Desk Phones• Create email accounts and email distribution groups • Assigning and Resolving Tickets via Dell KACE• Provide training on Dell KACE for new users.• Prepping PC’s manually and via SCCM• Ensure adherence to SLA for internal/external customers. • Ensure compliance of calls logged against the call logging process. • Report and escalate incidents as per agreed procedures and processes. • Assisting with Ad hoc tasks (i.e. dept. moves etc.). • Escalate work orders to the necessary resources for resolution. • Provide consistent feedback and follow-ups on outstanding incidents logged to the Service Desk. • Communicate outages to affected staff as necessary. • Provide first line support for all incidents logged with the Service Desk. • Ensure compliance with workstation standard. • Ensure compliance with network standards. • Support Knowledge repository. • Ensure adherence to the call logging process. • Ensure adherence to all processes and procedures within the Technology Department.

• Offer support to all Johannesburg technicians.• Ensure that all technicians are utilized in their respective areas.• Assist staff members with urgent installation appointments.• Ensure that all technicians are closed off accordingly.• Assist on the CLO scheduling mailbox.• Assist irate clients.• Assist with walk-in clients• Ensure that installer efficiency reports are done.• Ensure that trainer technicians have enough work to perform their training sessions.• Rescheduling of appointments when needed.• Taking ownership of all queries received.

• Establishing, building and maintaining relationships with our various partners.• Contract administration, feedback and daily statistical reporting. • Ensure that Customer Service standards are maintained in a highly pressurized environment. • Provide service within the region as well as other departments/regions/staff within Tracker. • Meet/exceed targets. • Data capturing. • Follow up leads/queries. • Scheduling fitments of Tracker units. • Liaising with technicians regarding appointments.• Rescheduling of appointments.• Checking/Maintaining high Quality of schedules.• Monitoring effective utilization of Tracker technicians• Outsourcing of work to Fitment centres• Maintain local and regional Scheduling Relationships• Management of potential cancellations

Position : Inbound Call Centre Agent (Wits Business School)Responsibilities : • Provide students with information on offered courses.• Send brochures and application forms via email.• Provide contact numbers to students for course managers.• Log leads to course managers via Lead Tracker system for follow up. ==================================================================Position : Inbound Call Centre Agent (Lindsay Saker)Responsibilities :• Advise customers on active promotions.• Receive customer complaints and send to relevant dealerships.• Assist customers with contact details for their preferred VW dealerships.• Handle customer queries.• Log complaints, sales leads and queries on Lead Tracker system for follow up.=====================================================================Position : Mission Control Agent (Conexus)Responsibilities : • Direct calls to Key Account Managers from Conexus clients.• Take down sales leads for new business.• Notify PA to MD regarding calls for follow up.• Maintain high level of professionalism.

The servicedesk runs 24/7 365 days. Shifts are scheduled and each shift is 12 hours.Client base extends from SA to Botswana, Kenya, Lesotho, Mozambique, Namibia, Nigeria, Swaziland, Tanzania, Uganda, Zambia and the UK.Responsibilities :• Logging incidents and service requests.• Categorizing incidents and service requests.• Prioritizing incidents and service requests.• Allocating service requests.• Coordinating, monitoring and escalating service requests.• Providing feedback on status and progress of requests.• Resolving incidents.• Closing service requests.

• Liaise with customers on behalf of Mercedes-Benz.• Have a minimum of 75 successful outbound calls per day.• Achieve a CSI score above 85 % (Post Service Scores).• Ask questions as posed from the interview.• Update system with customer responses.• Keep client relationship at a professional level.