Mpendulo Khoza Email and Phone Number

Offer first line support to customers, which includes taking initial call from users.Always strive for first call resolution.Determines if fault is customer-side, or WAN-side.Provides basic to intermediate troubleshooting on customer-side faults.Remote support via AnyDesk to customers.Where Helpdesk T1 Agents cannot resolve a ticket, escalate tickets to T2 Helpdesk Agents .Log tickets for all client queries and escalate as necessary (close tickets if resolved).Addresses basic customer queries (general queries, non-technical questions).Supplying clients with general information regarding their Wireless/Fibre service.Accurately screen incoming calls, redirecting calls and taking messages.Check Microsoft Teams / WhatsApp for any callback requests.Ensure clients are always given feedback in a timely manner.Assist walk-in clients where applicable.Reporting back weekly/daily on data captured per request from Manager.Report to Manager on discovered repeat issue cases.

Programming and application supportTroubleshoot computer and hardwareJoin/remove user's to the domain of the LANOversees network functions for the departmentInstall operating systemsMaintain department local areas NetworksInstall assemble and configure computers, NetworksEfficiency with proper securityResponsible for the installation and configuration of networkhardware and softwareInstall, configure and upgrade operating systemConfigure and install personal computers software packages and software upgrades