Solomon Mabitsela

Acting Supervisor (exposure position)

Johannesburg, City of Johannesburg Metropolitan MunicipalityMember since December 12, 2023

Remedy Active DirectoryActive DirectoryBASPERSALJYPJDASCITRIXREMEDY ARSE-SchedulerAsset ManagementTelephone etiquetteRemote Administration

Experience

Acting Supervisor (exposure position) - SOUTH AFRICAN POST OFFICE

(2018-02-05)

Postman / mail handler - SOUTH AFRICAN POST OFFICE

(2012-09-01 - 2018-02-02)

Stamp room (Church Square) 2011 to 2012
Delivery (Lobbies section) 2012 - 2013
Delivery (Depot section) 2013 to date

Temporary Mail Sorter - QUEST FLEXIBLE STAFFING SOLUTION

(2009-10-01 - 2012-08-31)

Senior Incident Analyst – Helpdesk (1st and 2nd Line and Remote IMACD) - TACTICAL SOFTWARE SYSTEMS (TSS) - Integrated Support Centre Momentum building

(2006-05-04 - 2009-09-11)

Responsible for the process of telephonically dealing with faults and disruptions in the use or implementation of IT services in the Department of Justice Nationwide (DOJ & CD)

Achieve call answering speed
Achieve agent availability measurement3
Adhere to telephone etiquette standards
Maintain average calls per day
Maintain average tickets logged per day
Ensure user details is confirmed and updated where relevant. If discrepancies exist, ensure that the necessary process is started for updating user information on Remedy Active Directory administrator
Ensure that child functionality is used to open call for bulletin board items
Ensure correct CTI's is used according to SOP document
Ensure correct priority level is used
Creating new users on AD
Support citric applications such as BAS, PERSAL, JYP, JDAS, CITRIX, REMEDY ARS, E-Scheduler, etc.
Asset Management
Ensure a First Time Fix (FTF) ratio of 60% of all calls taken is maintained
Ensure call is correctly assigned as per SOP document
Ensure adherence at all time of 30 minute call assignment to correct support group
Ensure adherence to ticket quality standards
Remote administration support
Installing procured software and adding machines to the domain
Escalation to relevant resolver groups as per process
Supporting Citrix application
Ensure tickets status is updated every 3 hours
Ensure customer feedback is given every 4 hours
Ensure tickets logged are escalated to Incident Manager at least ½ hour before expiry of SLA's
Tracking and control of incidents within defined SLA
Ensure correct call closure procedure is followed
Ensure personal contact with end user on call closure
Maintain at all time high customer satisfaction ratio
Ensure calls to be logged on to the IVR at least two (2) minutes before start time and adhere to break/lunch time schedule