Luyanda Hatta Email & Phone Number

Identify and resolve complex technical issues related to security technologies. To collaboratively perform in-depth analysis with stakeholders on complex information security issues and provide optimum solutions which meet both business and technical requirements while aligning with the information security strategy. Working independently to deliver on work tasks. Pro-actively mentor staff. To ensure stability and up-time for areas the incumbent takes responsibility for; which also requires being available on demand to help solve issues outside of normal working hours

Sandton

Experience in desktop support, remote support, server support, printer support, and Office 365 administration. Additionally, I am skilled in Aruba switch configuration, hosted Microsoft Exchange, Veeam administration, VMware administration, and site management.

• Receive and log the user’s request on the service desk management tool.• Determine the user’s exact query detail or requirement and route it to the relevant support area• Log a user’s request at the appropriate priority and capture relevant information for the support area.• Receive and transfer general complaints to the relevant support area.• Analyse, investigate and resolve the 1st line support queries.• Ensure accurate call resolution.• Ensure customer satisfaction.• Ensure all escalations are logged, handled and root causes are found.• Mentor Service desk agents and handle difficult calls successfully.• Logging of incidents and problems.• Confirmation and closure of resolved problem tickets.• Responsible for ensuring the requestors are kept informed in providing excellent client care.• Identify service improvement opportunities and communicate relevantly to the Operational Managers.

Bachelor Of Commerce In Information And Technology Management, Computer/Information Technology Administration And Management

Certificate, It Engineering

High School, Matric

Online Short Learning Programme - Digital Transformation In The 21St Century Workplace