Mojalefa sibanda

View incoming calls and Emails pertaining to User requests for assistance.
Contact and assist users with a call request.
Liase with and Resolve user requests.
New user registration setup.
Full desktop and laptop setups or upgrades.
Backup and system upgrades.
Document and report user requisition requests and escalations to 2nd Line support
Provide first line support technical and desktop support to all users in the department. Resolving and closing the call)
Monitor the network connectivity, troubleshoot, and resolve LAN, WAN, Wi-fi and 3G/4G connectivity Issues in the department.
Management and deployment of security updates and patches to GDE environment using SCCM
Setup and support of mobile devices (Android and IOS)
Provide roll-out Applications Support to users (e.g., On-line Admission application system, SA SAMS application
Support, Perform maintenance and installation of IT hardware and software, support, and configurations (e.g., Desktop computers, Laptops, Printers, Routers, Exchange, Internet)
Requesting and safekeeping of GDE software and Monitoring of GDE privileged account
Configuring emails accounts for users in the department
Maintenance and disposal of IT equipment according to the department prescribed procedures.
Performing tests and evaluations on new software and hardware
Ensuring that the latest anti-virus is rolled out to GDE machines.
Ensure that all machines receive the latest anti-virus definitions.
Add new user, Computers and removal of old Computer names and deleting the termination of users on Active Directory.
Setup computer networks, operating systems, and Support of Transversal System (BAS, SAP, PERSAL and SRM) and Other GDE Application systems (ORG Plus, Baude system, Exam system).
Log request for change with E-Gov when there is a need of change on our system applications and liaise with the E-Gov team for resolution.
Manage Virus threats, effectively attend to and report on user’s complaints according to developed standards. Install and maintain support programs. Trouble shooting of network devices.
Solve data communication Technology. Monitor the procurement process and the adherence to IT policy by user and staff.
Liaising with SITA to ensure GDE application are tested to ensure business continuity in case a disaster is declared.
Perform IP audits and daily backups. writing weekly reports on user’s resolution calls.

Receiving user, stakeholder and project manager tickets pertaining to a project.
Brainstorm and liase with the project Analyst on project briefing, and the team if included.
Analysis of project scope and problem statement.
Design, scaling of a development project and timeline construction.
Design of project UML Diagrams.
Project documentation of new systems developed or upgraded within the development team.
Develop software and databases in house to resolve internal stuff daily duties or upcoming app feature upgrades.
Consume APIs onto QuickBase web App platform.
Design user forms over Jotform and google forms.
Deploy Apps under Jotform and register users for it to allow user access.
Construct user guide manuals for newly built Apps.
Train users on the system or new App developed for their department.

Create new account and user account configuration of hardware at home over the web.
Lease and setup new user installation with the Technician over the phone line for a user’s hardware at home.
Activate and send signal to hardware at home for the user.
Clear error codes on the user’s hardware at home.
Do system upgrade for the user.
Build rapport and use active listening to resolve general user account queries.
Probe and analyse technical faults that might occur on customer site over call.
Do first time user query resolution over the phone line and Email.
Upselling and get leads for Dstv products and contracts.
Escalate user queries to specific departments.