Basanda Ntloko

I am a dedicated, organised and enthusiastic individual. My work is conducted with excellence  and I have a clear, logical mind with a practical approach to problem solving. My dream is to work in the IT Industry where I can use my bubbly persona to enrich the environment .

• Accurate logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user.
  To ensure familiarity with client business imperatives, technologies and support processes.
• To ensure acknowledgement of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified within the Service Level Agreement.
• To provide a technical understanding and effective communication to the end-user to assist in resolving any tickets where possible First Time Fixes or even First Line Fixes. This entails:
  Quickly identify, diagnose and troubleshoot
  Identify solutions, through either verbal, front line or Client authorised First Time Fixes
• Effectively log, update and track requests, incidents, queries or complaints via the helpdesk system (Service Now) until their resolution
• Ensure correct business severity is identified, based on business impact (GSD Operative to advise user of Impact where necessary) and escalate tickets deemed as high and critical to Client environment, including country, regional and global support management, within agreed timescales
• Accurate identification and assignment to resolver groups.
  Provide ‘proactive’ communication as well as ownership when performance or capacity-related monitoring tools alert to a threshold has breached.
  To provide First Line Support to other clients (globally) out of normal business hours where this falls into the current shift rotation.
• Escalation to 2nd line or resolver team where required according to escalation guidelines
• Assist users telephonically using the AVAYA and Contact Pro software tools
• Microsoft Office 365 – Identifying, diagnosing and troubleshooting of all MS Office products (assigning license to new users)
• Azure Active Directory - Reset user passwords, access their applications and desktops from a remote client service 
• McAfee ePolicy Orchestrator (ePO)– unlocking of user machines using the McAfee drive encryption software
• Microsoft Windows Server 2012 R2 – Windows Remote Management, adding of user accounts and assigning MS Office license 
• Microsoft Intune – Bitlocker recovery keys for user machines, mobile device registration for authentication purposes (MFA)
• Supporting Microsoft Azure, MFA, Citrix and SAP