End User Support Helpdesk Agent

PROFILE

Energetic IT Graduate who has clear understanding of customer services, motivated to learn, grow and excel in IT industry. Eager to apply personal technological expertise to support tasks and keen technical judgment to fast-paced personnel delegation. Cognizant of when to go hands-on with issues and when to escalate calls to appropriate personnel

PERSONAL ATTRIBUTES

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Ability to conduct research into a wide range of computing issues as required.

Exceptional customer service skills and problem-solving abilities.

Ability to absorb and retain information quickly.

Data management

Attention to detail and accuracy

Problem-solving, adaptability, confidentiality

Customer service orientation

CONTACT DETAILS

Cell number: 078*******

Email address:

**********@*****.***

Drivers License: C1

PHYSICAL ADDRESS:

237 Marine Drive

Bluff

4052

Durban

4001

HOBBIES

Reading

Coding

Research

SKILLS

Problem solving

Customer support

Problem solving

Documentation and reporting

Microsoft Office

Client communication

Calm Disposition

Technical support

Technical Analysis

REFERENCE

Ingrid Canham – eHR ManagerEThekwini municipality

Contact no: 031 322 241/ 071*******

Maestro Mncibi – Supervisor

EThekwini Municipality

Contact no.: 031-***-****/ 073*******

Sihle Chili: Chairperson

KW Foundation

Contact no.: 062*******

Curriculum Vitae Of Siphesande Gcaza

EDUCATIONAL DETAILS

Tertiary education:

ICESA

National Diploma: Information Technology

Jan 2016- Dec 2018

Secondary Education:

Grosvenor Girls’ High

Matric

Jan 2004- Dec 2008

WORK EXPERIENCE

Company name: EThekwiniMunicipality- October 2019 - till present

Position: Work Experience Programme

DUTIES:

End User Support (HR Support Desk)

Provides a liaison facility between the customer (end-user), the Information Technology Department and the HR Systems Branch.

Provides and administers all calls and e-mails, ensuring that the problems and queries are dealt with or resolved by the specified turn-around time.

Diagnoses and solves problems and responds to users requests for information.

Provides support associated with the capability of application software, peripheral devices, connectivity and /or functionality of operating software and hardware devices.

Produce and distribute statistical data.

Perform quality checks to improve service delivery.

Administration Work

Performs a reception function i.e. answering, screening, referring and routing telephonic calls to the relevant persons and takes down messages.

Responsible for tea making and preparing refreshments.

Prepares agendas for meetings, type minutes and distribute to the relevant officials.

Performs data capturing.

Distributing stationery as requested by staff and maintaining a register of all items received and issued.

Maintenance of a filing system.

Undertakes administrative and clerical duties.

Undertake related assignments.

Liaises with internal and external staff, members of the public.

Maintains strict confidentiality on all concerned.

Technical Support

Provides support associated with the capability of application software, peripheral devices, connectivity and /or functionality of operating software and hardware devices

Provide technical support to system users (Resource Link) with icon installation.

Updates and maintains the asset control register.

Creating change request to IS section (AD account, Remote access, IP Phones)

Creating access for users to HR Reports suite using CA system.

Responsible for Training Room Facilities

Schedule and confirms bookings electronically.

Arranging general up keeping and cleanliness of the training room.

Assisting Training Officers when training is being conducted.

Liaising timeously with the trainers regarding audio-visual equipment and other materials required for training seminars; so that training time is not lost.

Company Name: Kw Foundation

Position: Secretary

September 2018 - November 2020

DUTIES

Recording of minutes.

Sending emails to organizers for functions.

Organizing of events together with the chairperson of the organization.

Recording of the attendance register.

Also did interviews for volunteers.

Company Name: TBHIVCARE

Position: ICT Technician

July 2019 – September 2019

DUTIES

Installing and configuring hardware and software computers to ensure usability.

Troubleshooting hardware and software issues.

Repairing and replacing damaged hardware

Installing and upgrading anti-virus software to ensure security at user level.

Providing support to users and being the first point of contact for error reporting.

Company Name: Builders Warehouse

Position: Cashier

April 2015 – December 2015

DUTIES

Provide a positive customer experience with fair, friendly and courteous service.

Registers sales on a cash register by scanning items, itemizing and totaling customers’ purchases.

Resolves customer issues and answer questions.

Processes return transactions.

Company Name: Mediterranean Shipping Company

Position: Administrative Assistant (Learnership in International Trade)

January 2014 – December 2014

Check prices on the system to make sure that customer aren’t overcharged.

Help import and export agents compile instructions regarding the weight of the vessel and the name of the vessel.

Answering the phone on behalf the import/export agents.

Contact this candidate