Customer Service Desk Agent

Location:

Pretoria, Gauteng, South Africa

Posted:

January 19, 2023

Contact this candidate

Resume:

CURRICULUM VITAE

XOLANI ALEXIOUS BOOI

Personal Details

Surname Booi

First name Xolani Alexious

Id number 820**********

Nationality South African

Home language Xhosa

Other languages English, Zulu, Sotho, Afrikaans, Tsonga, (speak, read and write)

Driver License C 1 (Code 10)

Contact details

Residential address 16 Rietfontein Road

Primrose

1401

Contact no. 073-***-****

E-mail address adur23@r.postjobfree.com

Educational Qualifications

Name of school Oos Rand Secondary school

Highest grade Grade 12 (Matric)

Year passed 2001

Subject English, Afrikaans, Physical Science, Biology Geography, Business Economics

Name of the learner-ship NQ level 4 Technical Support

Company name G.C.R. A

Studied at Bytes Technology

Duration 2010-2011

Subject Effective communication, Problem solving in a technical

Hardware and infrastructure support for personal computer

Computer technology principles

Computer system and the use computer technology in business, Mathematical Literacy

Working effectively as a team member within a support team, A+ and N+

Employment History

Name of the Company Accenture (City of Joburg)

Position Desktop Technician 1st line support

Duties Logging calls to relevant support group

Unlocking and resetting user’s password on AD (Active Directory)

Clearing and unlocking user’s password on Lotus notes Domino Administrator

Ensure that call retention is maintained at 90 %.

Assume accountability for the service desk e-mail logging process as required.

Logging and resolving of specified first line support calls.

Logging calls that are received via the service desk voicemail box.

Logging and resolution of calls logged to the service desk responsibility area within the agreed SLA times.

Logging of calls to 3rd party call centers and follow-up on resolution of calls.

Ensuring that all calls are routed to the correct responsibility areas on ARS (Remedy).

Ensuring that the client receives quality customer service at all times.

Transferring 1st line calls to relevant agents for resolution

Handling user queries and update call with necessary information.

Alert incident management of all general issues identified.

Alert incident management with escalation issues.

Duration 05 March 2012 – 30 July 2013

One year six months

Reason for leaving Contractor

Name of the company Datacentrix

Position Service Desk Scheduler

Duties

Manage all services engineer’s (Server, Desktop, Notebooks and printers)

Managing 4hr to 6 hrs. SLA for printers & Servers

Managing Regional Engineers & SMME’s.

Update Calls on ITSM everyday

Work closely with the SDA & SDM and other ITIL disciplines

Ensure customer feedback is given every 4 hours.

Ensure call is resolved within SLA

Maintain communication with engineer and other managers.

Ensure ticket is updated every 3 hours

Updating scheduled calls with all server, printer and desktop engineers

Meet & established time frames or proactively negotiates a different time frame with customer.

Performance appraisals on my engineers and to provide feedback to Management.

Duration 07 August 2013 to February 2014

Reason for leaving Contract

Name of the Company AON (Under Paracon Recruitment Agency)

Position Desktop Support

Duties Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines. Participate in varied computer platforms in multi-layered client server environment.

Participate in important technological department projects and perform problem diagnosis of network and desktop environment under IT Management direction. Ensure desktop computers interconnect seamlessly with diverse systems. Maintain passwords, data integrity and file system security for computing environment.

Interact with vendor support contacts to resolve technical problems with desktop computing equipment and software. Recommend and implement upgrades on systems to ensure longevity.

Assist in technical upgrading and maintaining of entire desktop systems.

Moving PC’s from one building to another.

Set up users on new PC’s and connecting PC’s to the network printer.

Adding new PC’s to the domain and configuring users on the PC.

Period 02 June 2014 – 30 August 2014

Name of the Company Zurich SA limited (Under Paracon Ageny)

Position Held Desktop Support 1st line

Interact with vendor support contacts to resolve technical problems with desktop computing equipment and software. Recommend and implement upgrades on systems to ensure longevity.

Assist in technical upgrading and maintaining of entire desktop systems.

Moving PC’s from one building to another.

Period Contract: 25 September 2014 – 30 November 2014

Name of the company Business Connexion

Position Service desk agent (Call logger)

Duties Logging calls to relevant support group

Unlocking and resetting user’s password on AD (Active Directory)

Ensure that call retention is maintained at 90 %.

Assume accountability for the service desk e-mail logging process as required.

Logging and resolving of specified first line support calls.

Logging calls that are received via the service desk voicemail box.

Logging and resolution of calls logged to the service desk responsibility area within the agreed SLA times.

Logging of calls to 3rd party call centers and follow-up on resolution of calls

Ensuring that the client receives quality customer service at all times.

Transferring 1st line calls to relevant agents for resolution

Handling user queries and update call with necessary information.

Alert incident management of all general issues identified.

Alert incident management with escalation issues.

Duration 01 April 2015 to 28February 2016

Reason for leaving Contract

Name of the company Imperial IT Service desk

Position 1st line helpdesk Support

Duties Logging calls to relevant support group

Unlocking and resetting user’s password on AD (Active Directory)

Unlocking and resetting Proteus and SAP Vumela password.

Restarting Proteus printers and scanners on Proteus software.