IT Helpdesk Agent
Internet Solutions
Total years of experience :13 years, 5 Months
Analyzing and resolving faults, ranging from a major system crash to a forgotten password.
Telephonically and remotely assist Media24 employees with quality service regarding various IT and computer related queries/issues
Log calls/incidents and ensure that relevant incidents are resolved and are assigned to the appropriate group or team
Managing email, anti-spam and virus protection of machines on the network
Analyze system logs, and take the necessary action.
Providing training and technical support for users with varying levels of IT knowledge and competence.
Liaising/working closely with other departments/organizations and collaborating with other IT staff.
Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support if the need arises
Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
Analyzing and resolving faults, ranging from a major system crash to a forgotten password.
Telephonically and remotely assist Vodacom employees with quality service regarding various IT and computer related queries/issues
Log calls/incidents and ensure that relevant incidents are resolved are assigned to the appropriate group or team
Managing email, anti-spam and virus protection of machines on the network
Analyze system logs, and take the necessary action.
Providing training and technical support for users with varying levels of IT knowledge and competence.
Liaising/working closely with other departments/organizations and collaborating with other IT staff.
Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support if the need arises
Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
Assist with running, creating and modifying Databases to ensure data remains consistent across the database and is clearly defined.
Assist with pulling data for Major companies payment and debit orders
Ensure users access data concurrently
Monitor performance and manage parameters to provide fast responses to front-end users.
Communicate regularly with technical, applications and operational staff to ensure database integrity and security are up to standard
Analyzing and resolving faults, ranging from a major system crash to a forgotten password. Document the configuration of the system.
Undertaking routine preventative measures and implementing, maintaining and monitoring network security.
Applying operating system updates, patches, and configuration changes.
Setting up user accounts, permissions and passwords.
Installing, supporting and maintaining servers hardware and software.
Analyzing system logs, and taking the necessary action.