Itumeleng Thekiso Email & Phone Number

City Of Johannesburg, Gauteng, South Africa

A Technology member at Fortna assigned as an IT Support Specialist that provides end-to-end technology solutions to customers throughout the organisation.

Johannesburg, Gauteng, South Africa

Johannesburg Area, South Africa

• Obtain accurate fault report from client and confirm if there are any other faults• Accurately documenting report orders with detailed information on business system (FINCON)• Check warranty and discuss the possibility of costs• Explain the data policy (backing up of data)• Generate quotations through Sales team and update client about the quote• Live chat support and assistance in providing solutions to customer queries• Provide customer repair order documentation to… Show more • Obtain accurate fault report from client and confirm if there are any other faults• Accurately documenting report orders with detailed information on business system (FINCON)• Check warranty and discuss the possibility of costs• Explain the data policy (backing up of data)• Generate quotations through Sales team and update client about the quote• Live chat support and assistance in providing solutions to customer queries• Provide customer repair order documentation to client• Provide telephonic assistance with technical queries• Aim to resolve all repair orders within the 48 hours stipulated and maintain fast service levels• Update Customer Repair Order calendar• Liaise with various departments regarding repair orders• Retain ownership of and manage customer queries with turnaround time• Keep clients up to date with repair status• Update Customer Repair Order information on FINCON• Provide customer service telephonically• Process swop outs for faulty units• Assist customers through remote platforms like Teamviewer• Liaise with the warehouse on replacement units for repairs• Send out external repairs to TRADA (external repairs team)• Test repairs before they are dispatched or given to clients• Generate an end of week repairs report• Assist the technician with technical repairs (desktops, laptops & monitors)• Generate & send quote requests • Contact client regarding quote and get feedback• Generate sales order for quote• Scan item(s) serial onto sales order to close the order • Assemble computer hardware (Laptop and desktops) to complete repairs• Install & configure Microsoft Windows Operating Systems• Troubleshoot various hardware and software issues• Dispose faulty components and any other hardware Show less

Johannesburg Area, South Africa

• To assist in technical troubleshooting of mobile devices such as smart phones, tablets, computer/laptop on network and mobile data related queries• Accurately documenting all calls with detailed information on business system (Helios)• Educating/informing customers on new product developments or technologies• Represent the customer to the rest of the business – Customer Advocate• Ensuring correct escalation processes are executed correctly• Live chat support and assistance… Show more • To assist in technical troubleshooting of mobile devices such as smart phones, tablets, computer/laptop on network and mobile data related queries• Accurately documenting all calls with detailed information on business system (Helios)• Educating/informing customers on new product developments or technologies• Represent the customer to the rest of the business – Customer Advocate• Ensuring correct escalation processes are executed correctly• Live chat support and assistance in providing solutions to customer written communication queries• Be proactive with own development and team cooperation using available learning resources (Knowledge base, GSM Arena) on a daily basis• Aim to resolve all matters within the first call (first call resolution) and maintain great team service levels• Retain ownership of and manage customer queries with turnaround time• Responding to requests and escalations timeously• Coach: Participated in a Vodacom Data & Contract Money Coaching Team Project Show less

National Diploma, Information Technology, C

National Senior Matriculation Certificate, C