Natasha Singh Email & Phone Number

Midrand

Jet Park, Boksburg

Resource Scheduler, Consumables agent and Administrator for MPS ClientsManage ,adhere to and maintain client SLALog & clear service & consumable callsActively use client Citrix receiver to identify faults, network connectivity issues and consumable outages.Manage onsite based technicians Interact with Clients & technicians, providing necessary feedback and managing appointments made. Give Adequate feedback and reporting to Management, 3rd party vendor clients and direct clients daily Update and maintain a call update spread sheet and client fleet sheet Do Monthly stock take and weekly inventory of technician boot stock. Source, locate, allocate and arrange delivery of spares / parts /devices to and from site Arrange pricing and preparation of quotations. Dealing directly with suppliers and 3rd party vendors. Update and track open calls on clients relevant systemsMonitor log and dispatch toner and consumable calls Monitor log and dispatch service requisitions,allocating technicians timeously as to achieve call resolution within the specified SLA times. Monitor SLA calls so that they do not breachTelephonically assist client with printer queries and providing basic first line diagnosis if and when possible Log and clear off calls from the companies call capturing system Update clients on their open logs on a daily basisLiaise with clients regarding extra information that may be requiredDispatching and managing TechniciansLogging,allocating and maintaining monthly inspections and preventative maintenance on all devices Updating an open call report on a daily basis with feedback for Management

Midrand

 Communicate effectively and proficiently in English with the user community, verbally and in writing  Record all relevant incident/service request details  Allocate appropriate categorization and prioritization codes to the incidents and service requests  Match users input to matching resolutions found in Incident Database  Initiate first level investigation and diagnosis of the issue at hand  Resolve incidents and/or service requests based on their personal technical knowledge and expertise  Escalate incidents/service requests that could not be resolved within agreed timescales  Keep users informed of progress of incident progress, notifying them of impending changes or agreed outages, etc  Close all resolved incidents, requests and other calls  Conduct customer/user satisfaction call-backs/surveys  Update the ITSM tool under the direction and approval of branch manager  Multi-task in a high speed, high volume ticket environment  Possess business/professional writing abilities to be used for agency wide correspondence, customer notifications, etc  Application of the ITIL best practices to the organization and the ability to learn the organization’s key IT services for which support is being provided  Provide Tier I help desk support in large, high traffic environment  Manage incidents and service requests lifecycles for multiple locations  Communicate with customers; providing them with status update and addressing their questions, comments and complaints  Report, document and escalate customer contacts; regarding issues, problems, and information given  Ensure customer satisfaction through the resolution of all issues and problems reported  Notify branch manager of any unusual occurrence within the timeframes

Sandton

 Adhering to high levels of Service Ethics Inbound and outbound call centre agent  Responding to questions/queries from users via email and telephonically  Customer Orientated communication skills and a quick response to Client requirements Fund administration Registering clients for surplus Pension and provident funds

Business Administration, Business Administration, Management And Operations

Sheq, Occupational Safety And Health Technology/Technician

OHS & SHE

Matric Exemption Pass, Regular/General High School/Secondary Diploma Program

Matriculated - 2003