APHIWE NGQUSEKA
Summary
I am highly motivated, confident and professional. I am comfortable working under pressure and in challenging environments. I am able to work independently and within a team. I have excellent communication and interpersonal skills. I am honest, reliable and have a mature approach to work responsibilities.
Professional with strong experience in IT support, prepared for this role. Expertise in troubleshooting, resolving technical issues, and providing exceptional customer service. Strong focus on team collaboration and adapting to changing needs. Reliable and results-driven with skills in communication, problem-solving, and time management.
Overview
12
12
years of professional experience
Work History
SERVICE DESK AGENT
BIDVEST INTERNATIONAL LOGISTICS (BIL)
04.2025 - Current
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Conducted periodic audits of IT assets as part of preventative maintenance efforts aimed at reducing system downtime due to hardware failures or software glitches.
- Maintained high-quality service standards by adhering to established processes and guidelines.
- Proactively sought feedback from customers, using the information gathered to identify areas of improvement in service quality or delivery.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
SERVICE DESK AGENT
BIDVEST INTERNATIONAL LOGISTICS (BIL)
04.2025 - Current
I.T ADMINISTRATOR
BIDVEST INTERNATIONAL LOGISTICS (BIL)
10.2021 - 04.2025
- Responding to calls logged for support engineers by assigning calls to them and relevant groups.
- Answering phone calls and emails for service desk
- Tracking placed orders for IT department. And IT admin duties
FINANCE ADMINISTRATOR
BIDVEST INTERNATIONAL LOGISTICS (BIL)
04.2021 - 09.2021
- Asset verification
- Duty payments to customs
- Data capture
MARGATE NETCARE HOSPITAL
08.2014 - 09.2019
- First aid
- Patient care.
Education
National certificate - Freight Forwarding and Customs Compliance NQF Level 3
Skills
Empathy and patience
Network troubleshooting
Ticketing system proficiency
Guest complaint resolution
Interests
Socializing and reading
Timeline
SERVICE DESK AGENT
BIDVEST INTERNATIONAL LOGISTICS (BIL)
04.2025 - Current
SERVICE DESK AGENT
BIDVEST INTERNATIONAL LOGISTICS (BIL)
04.2025 - Current
I.T ADMINISTRATOR
BIDVEST INTERNATIONAL LOGISTICS (BIL)
10.2021 - 04.2025
FINANCE ADMINISTRATOR
BIDVEST INTERNATIONAL LOGISTICS (BIL)
04.2021 - 09.2021
MARGATE NETCARE HOSPITAL
08.2014 - 09.2019