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Customer Service Personal Assistant

Johannesburg, Gauteng, South Africa
September 28, 2023

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Candice Lai


A young vibrant and energetic individual who is always eager to learn new skills and the ability to handle multiple tasks daily. Dependable and use a creative approach to problem solve. Hardworking and always willing to go the extra mile. Can work well both as part of a team or individually. Organized, motivated and passionate. PERSONAL

ID Number: 840**********

Contact Number :067*******

Email Address:

LinkedIn: no

Facebook: no


High School Diploma (Year 1991- 2000)


Optinet: Remote and Desktop Support (27 April 2020 -31 July 2020) Provided end user support to 2900 users

Supported MAQ OS and Windows operating systems

Script implementation via Powershell

Remote support using Teamviewer and Anydesk

Installation of McAfee and Cylance antivirus applications McAfee end point security removal from all Corporate machines (Windows10 and MAQ operating systems) Troubleshooting of Windows and application issues

Installation and setup of MS Office 365 applications MS Teams migration support for end users (included assisting with sign in,re-configuration,troubleshooting and repair)

De-domain of selected workstations and user profiles Clear and concise communication during different stages of the Workstation migration Migration project between Technical teams to end users (methods included MS Teams,Teamviewer,VOIP, telephone and e-mails)

YEO Technologies: Personal Assistant (01 0ctober 2013-31 December 2019) Provided Personal assistance to the CEO

Facilitated and coordinated company BBBEEE documentation and certification Screened and managed e-mail and telephone calls or the CEO In the absence of the Receptionist, provided relief support Updated and submitted tender documents (BBEE, Tax clearance certificate etc) Designed and formatted presentations

Organized travel and hotel arrangements as well as VISA applications Compiled meeting packs for Executive meetings

Minute taking, catering and arranging of meeting agenda, venue and technical equipment Management and staff event planning

Carrying out of background research and present findings Provided documents, briefing papers, reports and presentations Organized and attended meetings to ensure that the CEO was well prepared for all meetings Liaised with clients, suppliers and staff members

Accenture: IT Helpdesk Assistant (09 July 2009-31 October 2011) Assisted all walk-in clients and handled all e-mail and telephone queries Managed basic trouble shooting

Password resetting and administration

Logged all quick resolve queries on the Remedy system Escalated all queries to relevant team leaders and technicians Managing and maintaining of all Service Desk stock Managed and retained customer service standards

Identifying of all trends and patterns

Edcon IT Service Desk Support/Escalations Assistant (01 September 2004-30 June 2009) Logged all first line support calls on the Remedy system Ensured that calls were routed to the correct areas/departments Updated customer queries for all previous logged calls Compiling of Mainframe reports (DOS)

Alerted Incident/Problem management of all identified issues Logging and following up of all Third-party incidents Ensured that all SLAs were met

Logged and monitored all e-mail queries

SQL searching

Escalated calls to relevant teams/technicians and team leads Identifying of all issues, trends and patterns


Support Services: Help Desk Support

6-7 years Intermediate

Programming A+

Networking N+

MS Office Suite


Foundation Certificate in IT Service Management: Year 2004 Basic principles of becoming

a Personal Assistant: Year 2013

Project Management Light: Year 2011

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