Service Desk Team Leader
Resume:
November **** - Current
May 2018 - April 2019
May 2016 - May 2017
May 2010 - August 2015
Noxolo Skiti
W21 Site B Sigwele Street Khayelitsha 7784
071******* / 073******* ******-*****@*******.*** Objective
I am seeking to pursue a challenging employment opportunity that supports and encourages development, professional growth in IT industry so that I can put my experience and training in this field. I also want to achieve service excellence in all duties and develop competencies in the field of Information Technology. Experience
Merchants
Service Desk Analyst
Receives, validates and logs client requests and capture the detail of the request. Escalates internally when support groups / people are not available to be allocated calls / incidents. Responds to all customers with willingness and appropriate tone and language. Responsible for managing calls through to resolution within the SLA. Deliver first line support service by logging incidents and service requests received telephonically and via email by using IT Service Management tool.
Ensure that all user details are correct and rectify discrepencies. Prioritizing all requests and incidents where applicable. Offer technical advice to end users. Provide daily feedback to end users on outstanding active calls and resolved incidents.
Troubleshoot to identity, assess, resolve or escalate incidents to the correct resolver team. Managing of tasks that may require adjustments to satisfy business needs Owning the subsequent follow-up with affected clients WNS Global Services
Technical Support Consultant
Troubleshoot technical issues Identify hardware and software solutions. Diagnose and repair faults.
Resolve network issue Install and configure hardware and software. Provide immediate support to customers.
Talking customers through a series of actions to resolve problems Ingwe TVET College
Desktop Support - Intern
Monitor network infrastructure.
Assess & recommend improvements to hardware, software and operating system. Diagnose and fix problems with the network and its hardware and software. Setup equipment for new users Identify and repair hardware and network connectivity issues. Installation, configuration and ongoing usability of desktop and laptops. Installation of software and hardware.
Benoni Teacher's Centre (GDE)
ICT Trainer
Teaching computer literacy for both youth and teachers. Train teachers on Teaching with Technology.
Monitor network infrastructure.
W.G. Dixon Electrical (PTY) Ltd
Administrative Assistant
Administrative Assistant.
Data capture.
Filing.
Scanning and faxing.
Typing of quotations / tenders.
2016
2014
2004
Education
Gijima Technology People
System Support
NQF Level 5
Oval International Computer College
Information and Communication Technology
Diploma
Ntsonkotha S.S.S
Senior Certificate
Grade 12
Skills
Attention to detail
Customer service orientation
Oral and written communication
Technical expertise
Problem solving
Reference
Taufeeq Adams - Merchants
Service Desk Team Leader
************@***.**.**
Msindisi Krawe - WNS Global Servises
Technical Assurance Team Leader
******@******.**.**
Sazi Mnqeta - Ingwe TVET College
Desktop Support - Intern
**********@*****.***
Malesela Tolo - GDE Benoni Teacher's Centre
Centre Manager
********.****@*******.***.**
Rudi Refae - W.G. Dixon (Pty) Ltd
CEO
****.*****@*******.**.**
Contact this candidate