GLOBAL SALES CONSULTANTS: NONTOKOZO CELE 

INCIDENT MANAGEMENT ST10201431

 TABLE OF CONTENT....

 WHAT THEY DO.

 INTRODUCTION.
 DOCUMENTION.
 INCIDENT RECORDING.
 SCENARIO.
 EVALUATION.
 CONCLUSION.
 INTRODUCTION.

• THE GLOBAL SALES CONSULTANCY; OFFERS END USERS MULTI-CHANNEL

SUPPORT BY ALLOWING THEM TO AN ENQUIRY TICKET REQUESTS VIA EMAILS,
TELEPHONES AND WEB BASED SELF SERVICE PORTALS.
• THE GLOBAL SALES CONSULTS ALSO KNOWN AS "GSC" HAS VARIOUS
DEPARTMENT WHICH ARE:MARKETING DEPARTMENT,SALES
DEPARTMENT,HUMAN RESOURCE.
• THEY MANAGE AND TRACK ALL INCIDENTS EASILY WITH A DEFINED PROCESS
THROUGH THE ENTIRE LIFE CYCLE BY CONFIGURING CUSTOM STATUSES.
• CAREFULLY ASSIGN QUARIES TO A TECHNICAN OR I.T SPECIALIST OR A GROUP
FOR ACCURATE, TIMELY RESOLUTIONS AND PREVENT RECCURANCE OF THE
INCIDENT.
 WHAT THEY DO.
• A Sales Consultant is a professional is in charge devising strategies for promoting and
selling products or services. They serve as an intermediary between companies and their
customers, recommending products and services while ensuring customer requirements are
met.
 DOCUMENTATION.
• THERE ARE 3 LEVELS IN INCIDENT MANAGEMENT:
1. APPLICATIONS
2. INSTALLATION OF WINDOWS AND OTHER FEATURES.
3. SOFTWARE AND HARDWARE
• THE INCIDENT WAS ESCALATED FROM THE FRONTLINE DESK TO SOFTWARE
AND HARDWARE DEPARTMENT. 
• THE INCIDENT SOLUTION WAS TO CHANGE MANAGEMENT AND CREATE
A STRONGER PASSWORD,WITH END-TO-END ENCRYPTION.
 SCENARIO
• A CLIENT CALLED [HELP DESK], STATING THAT HIS DESKTOP WAS
MULFUNCTIONING. WHICH HAD VARIOUS ALARMIMG ISSUES...
• THE CLIENT PROCEEDED TO ELABORATE AND STATING THAT THE
DESKTOP IS DWINDLING STORAGE, AND THAT THE COMPUTER IS SLOW.
•  IT WAS ALSO CONCERNING THAT THERE ARE UNWANTED POP-UP ADS
AND UNWANTED APPLICATIONS APPEARING ON HIS MONITOR.
•  THE MONITOR DOES A BLUE SCREEN OF DEATH[BSD],WHICH MADE THE
DESKTOP FREEZE AND NOT WORK  TIMELESSLY. 
 INCIDENT RECORDING.
1. DATE AND TIME OF CALL: 08/08/22 AT 14:32
2. NAME AND SURNAME OF CALLER: NKANYISO NYEMBE
3. CALLER DEPARTMENT : SOFTWARE AND HARDWARE DEPARTMENT
4. INCIDENT TITLE: MULWARE
5. INCIDENT DESCRIPTION: THE DESKTOP HAS SUDDEN SHORTAGE OF
STORAGE,FREEZING SCREEN AND UNWANTED APPLICATIONS POPPONG UP.
6. URGENCY: VERY URGENT
7. PRIORITY: HIGH PRIORITY.
 EVALUATION.
• FOLLOW UP
• I MADE A FOLLOW UP WITH THE CLIENT ABOUT THE LEVEL OF  ASSISTANCE.
• THE CLIENT WAS ADVICED ON HOW TO PREVENT THE INCIDENT FROM
HAPPENING AGAIN. MOST IMPORTANTLY ON HOW THE PROBLEM CAN BE
SOLVED FASTER WITHOUT LOSING ANY DATA CONTAINED ON THE DESKTOP. 
 CONCLUSION
• GSC WORKS IN ANY FIELD IMAGINABLE AND PLAYS AN IMPORTANT
ROLE IN THE SUSTAINABILITY OF ORGANIZATIONS.

•       
•                THANK YOU