Mulalo Matshusa

Desktop Support | IT Technician | IT Support

Talent

Johannesburg, City of Johannesburg Metropolitan MunicipalityMember since December 4, 2023

Hire this person

Send a job offer directly to this candidate

About

Competent technologist with 5 years’ experience configuring computers, hardware, software, network connectivity, and peripheral devices to work within an established company and security parameters. Devoted troubleshooter with a deep understanding of system architecture and diagnostics. Distinguished knowledge of Active Directory, operating system maintenance, and installations with a talent for multitasking and hardware repair.

Established reputation as a sharp technology expert when working with customers to identify and deploy solutions.

Experience

Assigning new calls logged (according to process), to the FSE within an average of 15 minutes.
Monitoring the number of reopened incidents and requests.
Monitoring pending incidents on a daily basis.
Windows Desktop Support (7, 8, 10, 11)
Installing and configuring Mimecast.
Updating and closing calls on the system.
Managing calls to ensure that SLAs are adhered to.
Work with vendor (HP, DELL, and Lenovo) support contacts to resolve technical issues within the desktop environment.
Provide end-user support for computer hardware and software installation, maintenance, and upgrade.
Provide users with to access shared resources.
Office 365 basics
Assisting users with IT-related calls from East Africa and West Africa remotely
Exchange server mailbox including archiving mailboxes.
Contacting clients to find out the nature of the problem.
MAC basic support
Installing and upgrading operating systems and computer software.
Troubleshoot and resolve incidents through remote desktop.
Ensure that incidents, requests, and problems are resolved within SLA.
Setting up new computers, laptops, and tablets for new users.
Follow up with clients to ensure that their systems are functional.
Experience working remotely.
Ensuring that all incidents and requests are assigned as per the process to the relevant support team.
Updating tickets and concluding calls on the call logging system.