Nokulunga Mfamela

First-line Support

• Log and update user’s calls to the IT service desk System (ITSM Remedy). 
• Follow-up on calls with users and Service Providers. 
• Provide Telephonic and outlook user support. 
• Conduct root cause analysis and troubleshooting across the system to resolve all incidents.
• Provide office-to-office and remote technical support.
• Create users, groups and resetting passwords on Active Directory.
• Creating and increasing mailbox on Microsoft Exchange.
• Provide first line support and escalate calls to second line support before SLA breached.
• Provide monthly report.

Second-line Support.

• Resolve any hardware components issues.
• Setup and connect users to the organisation network and network printer. 
• Setup APN on mobile devices.
• Add hostname and the domain on laptops and desktops computers.
• Image PCs, Setup workstation, upgrading users to windows 11.
• Install software, Applications, drivers from the intranet.
• Assist setting up calendars on outlook and creating personal folders on outlook.
• Assist users on how to access and utilize local intranet and the web. 
• Troubleshoot printer problems. Mapping of network drives.
• Provide software and application support to end users.
• Experience with Microsoft 365
• Install, Support BAS, PERSAL system, Teams and Microsoft office package.
• Ensure all assets are captured with bar code, serial number and hostname.
• Provide error controls and record error solutions on the Logging system.
• Follow up on status and feedback to users, resolve all calls on service desk.

National diploma in Information Technology