Dhiven Govender Email & Phone Number

Johannesburg, Gp, Za

City Of Johannesburg, Gauteng, South Africa

Client Communication and Support: Effectively consult with clients to gather requirements, address concerns, and provide ongoing support.Deliver second-line systems support via phone, email, chat, or in-person, resolving client-facing issues.Proactively monitor client operations, identifying and resolving potential issues before they impact users.Provide remote support and assistance to users, including remote desktop access, ensuring timely resolution of technical issues.Data Management and Reporting: Maintain accurate and up-to-date client data, ensuring its integrity and security.Convert raw data into usable formats, enabling composition of statements, data analysis and reporting.Generate comprehensive reports for clients, providing insights into operational performance.Process Improvement and Automation: Continuously identify opportunities for process improvement, enhancing operational efficiency.Contribute to the development of service desk SOPs, ensuring consistency and quality of support services.Collaborate with the development team to implement data automation processes, streamlining data management.SLA Compliance and Security: Adhere to stringent client SLAs, consistently meeting response time and resolution targets.Implement and enforce security best practices, safeguarding client data and systems.Collaborate with accounts teams to ensure accurate billing for changes and new requests.Project Involvement and Tier 1 Client Focus: Actively participate in projects impacting operations, providing valuable input and expertise.Dedicate focused attention to tier one clients.Technical Expertise and Issue Resolution: Possess a deep understanding of systems architecture and technical processes.Diagnose and troubleshoot complex technical issues.Document all relevant information, actions taken, and resolutions for each ticket, ensuring transparency and traceability.Escalate unresolved issues to specialists when necessary, ensuring timely resolution.

City Of Johannesburg, Gauteng, South Africa

Ensuring that Micros equipment is fully functional prior to leaving the office.Ensure that correct equipment is issued to Client.Keeping up-to-date with product advancements.Ensuring that systems are prepped as per installation sign-off.Ensure that hosted services are installed and functional.Prepping of hardware before system set-up.Provide training to staff.Loading, Configuring and the testing of 3rd party software.Meet with the Project Manager before commencement of an installation to be briefed on any special requirements.Ensuring Databases are configured correctly.Import, export and write in tables on SQL.Cloning servers, configuring servers with the necessary users and access rights.Test and troubleshoot new products before the product is sold to clients.Providing support to the technical teams at various branches in and around Southern Africa.Documenting of fixes and the creating of guides that are then distributed to all technical teams.Providing after hours support.Assisting the sales department in providing the best solution for the customer

City Of Johannesburg, Gauteng, South Africa

To provide telephonic / remote / on site support for all MICROS products both hardware and software.To ensure accurate and timely updates of logged support issues on the in-house call logging system.To be aware of escalation procedures as communicated from time to time.Be responsible for interaction with customers via email, telephone, fax, Remote desktop software etc.Research and test problems to confirm, isolate and identify what caused the problem and solutions. When unable to resolve problems, escalate to the correct channels.Assist with the occasional implementing, testing and writing of any documentation that may be required.Test and troubleshoot new versions of software prior to release.To employ sound decision making when dealing with customer support issues.Inform the relevant account managers of support / maintenance issues regarding their clients.To maintain effective communication with our customers at all times, through a planned program of scheduled telephonic conversations and meetings.Maintain communications with the office on a daily basis, via telephone, cc:Mail, email or fax.Forward relevant product information, fixes, workarounds, known issues, etc. to relevant personnel within the company.Test new releases of MICROS products.Maintain an adequate level of knowledge in fbase, fclip, WinDBX, MSDOS, MS Windows, Novell, NT, MS Office products, cc:Mail, Norton Commander, Milestones, Netscape Navigator, Clarify, Oracle Call Logging System, Expert Help, and other operating systems and software utilities as released from time to time.Maintain client files, filing of all installation and support documentation, including the internal support system.

Johannesburg Area, South Africa

Answering 100-200 inbound calls a day.Logging incidents telephonically and on email, and getting as much information as possible from the users.Dealing with email support requests consisting 300 to 400+ emails on a daily basis.Corresponding with users via email.Password resets within 15 minutes.Updating reports.Pulling store reports for users in the store.Call users to confirm if issues have been resolved.Attending to Remedy incidents, Technical Call center support to Edcon campus users and Edcon stores.1st Line Administrative support.After Hours stand by support.Avenew Store Cutover Support Assisting with the, Avenew rollout from the old POS2000 system to the new Point of Sale service solution (Avenew).Service Desk Business Intelligence, 1st Line Business Intelligence support, Assisting users with access issues Application support ProClarity Assisting with access to different types of reportsRefreshing reports1st line desktop support.Resetting and clearing of Lotus Notes Passwords.Assisting the FTF team when necessary.Adding PCs onto the LAN.Creating users and assigning accesses to their profiles on AD.Assisting users with installing applications.General hardware troubleshooting.Assisting users via Remote Desktop

City Of Johannesburg, Gauteng, South Africa

Carrying out surveys with brokers on the Discovery consultants to ensure that the levels of service and quality are of the agreed service level standards

South Africa

Making between 120-130 dials a day.Achieving no less than 80% for call quality.Ensuring that the policies and procedures are explained to the client.Verifying client’s information.Providing correspondence to clients.Diarizing follow ups.Helping clients I have called even if they have a query which is not related to benefits and policies being sold.Ensuring that excellent customer service is delivered at all times.Data Capturing

Johannesburg Area, South Africa

Outbound sales:Cold calling.Achieving and exceeding targets In both sales and quality. Helping clients I have called even if they have a query that is not related to my job description.Working with multiple campaigns.Inbound client services:Calming down irate clients.Hear the client out.Empathize with the client.Provide the client with a solution.Helping the client understand how the product works and how it can be used.Helping with the setting up of products for existing clients.Statistics:Create stat sheets for the team on MS Excel.Creating formulae to perform calculations automatically on the stat sheets.Record stats of the team and distribute to the team on a daily basis.Data capturing with little to no errors.

Bachelor Of Commerce - Bcom, Information And Technology Management

12

Certificate, Computer Software And Media Applications

Microsoft Digital Literacy: Work with Computers

Certificate, Computer Software Technology/Technician

Oracle Hospitality for Food and Beverage Reporting & Analytics Implementation Consultant Oracle Hospitality for Food and Beverage RES3700.