Luyanda Angel Godfrey Email & Phone Number

Durban, Kzn, Za

Durban, Kzn, Za

Durban, Kwazulu-Natal, South Africa

ROLE AND RESPONSIBILITIES  Able to demonstrate the following:o Update / create new tickets, on behalf of End users, using our ticketing system, and ensure that all relevant information is captured into the ticket correctly before assigning it to an engineer using the correct priority based on the user / customer urgency.o Be able to monitor and alert customers network and server infrastructure using on house monitoring tools and escalating to the relevant engineer where necessary. o Be able to work towards given SLA’so Assist colleagues whenever necessary with required information.o Excellent leadership, time management and organizational skillso Familiarity with common basic 1st line troubleshooting for a number of broad technologies such as Microsoft Office (O365) , password resets, desktop and email related problems. o Knowledge of Microsoft Office and other office management tools and applicationso Ability to work on a scheduled roster which is drawn up as a 24/7 shift cycle.  Coordination and Communication: it's critical that the Standby Service Desk Engineer is able to demonstrate strong skills when multiple incidents occur: o Communication skills (telephonic and written)o Ability to work unsupervised o Facilitating feedback on current taskso Ability to escalate and provide 1st line break-fixo Be able to effectively communicate to all areas of business regardless of job description. o Secure efficiency and compliance to company policieso Ability to manage frustrated callers by applying good reasoning and logic Create new tickets o Collect a predefined set of information for each incident logged in the service desk o Identifying urgency, impact and general timelines of the issueo Provide the necessary resolution or escalate for assistance. o Provide the necessary escalation to various Operations Managers, where urgency or impact has been identifiedo Reporting - manual reports need to be generated for key Customers and

Durban, Kwazulu-Natal, South Africa

Responsibilities:• Identify, prioritize and attend to urgent/critical tickets• Daily follow ups on outstanding tickets• Ensure ticket SLA's are not exceeded• Ensure all IT policies and procedures are applied at all times• Setup of new Users• Setup of new PC's• Setup of new cellphones• Repairs and reloads of PC's• First level of troubleshooting and supportCellphones.• troubleshooting and resolving issues on the following:Windows 7, 10 and 11 operating systems Office 365 suite Laptop and desktop hardware• Active Directory domain environment, 2012/2016 Servers and Networking principles.• Must be able to adapt quick and perform well under high pressure situations

Durban, Kwazulu-Natal, South Africa

South Africa

Kwazulu-Natal, South Africa

Kwazulu-Natal, South Africa