delivery of effective and efficient Service Desk Team Services according to the agreed contracts with clients by performing SLA, KPI and task management activities on an operational level.KPA's:• assist with the identification of team training and development requirements•Coordinate the investigation of escalations and support the implementation of activities to mitigate operational risks•Provide operational information required for decision making•Assist in preparation for existing and prospective client visits to the Service Desk environment•Assist with the management of compliments and complaints•Support the management, measurement and improvement of quality outputs

Active directoryCreate new Profiles, Create Distribution ListsCreate Distribution ListsCreate Group mailboxes, Create Contacts, Give rights to different mailboxesGrant access , Internet , Remote access, RIGHTFAX,Webmail etcDelete Profiles, Mailboxes, remove access etcReset passwords, Unlock accounts, Lock accountsFax to emailMove users, mailboxes across OAUS.Remove/ ADD admin RightsRACF MAINFRAMEReset BTAG PasswordReset TSONT Password Bounce TerminalsBCISE UpdateThe Group StructureDefining RACF GroupsDefining UsersConnecting Users to GroupsDataset ProfilesGeneral Resource ProfilesTSO/ISPFTSO/SDSFCICS,DB2 and MQSeries Mainframe NetworkingBatch Jobs and JESBack up Team Leader Ad-hoc DutiesEscalationsTime Keeping Reporting Erlang Reporting /CalculationsCMS SupervisionUsing Erlang to calculate and Schedule shit RoasterIssuing of Warnings and Counselling Incident Coordination

Remote desktop support Telephony assistance for all clients/customersEmail setup, Creating .pst and rules, adding additional mailboxes, email troubleshootingLog and follow up on New user request formsInternet and LAN connectivity troubleshootingSoftware installations (Citrix, Trend, Adobe, Office, OS, etc)Domain password resets (Active Directory)User Administration (AD): Unlock user accounts, reset password, update user detailsCase management and other administrative and reporting functions CRM (Customer Relationship Management) logging cases and allocating tasks, monitoring case progress, update notes on tasks allocated.Monitor the web queue for cases logged by customers on the CRM Customer Portal and take ownership and allocate to relevant responsible individuals.3G setup and troubleshootingGenerating reports and updatesManage and Document Dead on Arrival Stock from Retailer (Macro, Comztech, pinnacle, Vodacom , Game etc),Arrange warranty collections via DHL on Collect and Return warrantyUpdate WarrantyLog warranty Work orders to repair centresLog and dispatch calls to Onsite and Field EngineersFujitsu Siemens Laptop hardware and Software support

Client : Carphone Warehouse "UK Based ISP"Duties :Currently Providing Technical Support Consultancy for an International Broadband &Voice Service Provider Internet/Broadband/DNS Configurations & Settings DUN & TCP/IP configurations Network Security "F-Secure for our Broadband service". Trouble shooting Customer's Emails & Configurations/ Setups Outlook Express & Microsoft Outlook/ Apple Mac Operating System Configuration Service Activation & Cancellations Home Networking Assistance Specific Router Configurations & Setup Assisting In web Space Hosting on our Network using FTP client protocol Cisco soft phone Support and configuration Meeting an monitoring set SLA`s like adherence, productivity and average handling time coordinate team meetings and agendas

Billings & Credits General Customer service/Advising Basic Troubleshooting on Nokia HandsetsAssisting Customers in setting up their GPRS and WAP Assisting in Configuring Customer's Phones as Fax and Modem Setting up new Emails on Outlook Express & Microsoft Outlook on Phones Downloading of mobile content

Agency : IT'S Empowerment; Providing Technical Support for Sun International Hotels and CasinosProviding Support to field technicians while they are on site.Accessing the sites via remote assistance to fix the software errors and make changes on the system.Logging and tracking of calls on HP Service Desk Log calls for end users, Unit IT departments, Vendors, Monitoring escalations and Escalating to Unit IT Managers, First call Fixes monitoring and implementation, Intranet maintenanceHardware trouble shooting, Microsoft ExperienceMaintain hardware and softwaremaintain desktop systems;

Carphone Warehouse "UK Based ISP"Duties :Billings & Credits General Customer service/Advising Basic Troubleshooting Assisting Customers in setting up their Broadband Assisting in Configuring Customer's modems Setting up new Emails on Outlook Express & Microsoft Outlook General Broadband Enquiries

Online chat support Isolate and document software defectsBasic network troubleshootingProvide guide during setup of web pagesRegister new domain names and hosting Setting up new Emails on Outlook Express & Microsoft Outlook