Keagan Thomas Email & Phone Number

Westlake Square, Westlake Drive

- Diagnose and resolve Software and Hardware Incidents, including Operating Systems.- Assist our Users with any logged IT Related incidents.- Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the User as soon as possible; escalating incidents to other support teams where necessary.- Accurately recording, updating and documenting requests using the ITSM Service Request System.- Installing and configuring new IT Equipment.- Setting up and Facilitating Video Conferences.- Resolving incidents and upgrading different types of Software and Hardware.- Maintaining a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.- Maintaining excellent verbal communication skills with the ability to communicate effectively with Technical and Non-Technical Colleagues at all levels in the Organisation.- Working in different sites (Offices) as well as offsite when required to, including Standby.

Westlake

Cape Town, Western Cape, South Africa

Westlake Business Park

Installing offsite backup softwareOnce installed, the application runs as a service on the pc or server and launches automatically at a chosen time without any user intervention. When clients have problems they call in for assistance.- Provide support to end users via the phone or using remote desktop applications (TeamViewer, VNC and remote desktop).- Meeting ticket and calls targets.- Answering of helpdesk telephone calls and ensuring that all application support calls are logged correctly.- Troubleshooting connectivity problems because the company is an online based application.- Email notification configuration and application support.