Boniswa Didi Nqothole
IT Service Desk Agent
Springs
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Experienced in IT Service Desk with over 10 years of experience in Customer Services. Excellent reputation for resolving problems and improving customer satisfaction. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level to any position offered. Ready to help team achieve company goals.
My main objective is to have the opportunity to work in a continually progressive company that will challenge my skills and develop new ones. I am eager to be part of a company where opportunity for self-development is endless.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
Work History
IT Service Desk Agent
EOH
Johannesburg
08.2017 - 08.2022
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Answered customer telephone calls promptly and appropriately handled needs.
Retail Sales Associate
Legit Store
Johannesburg
02.2012 - 10.2012
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Helped customers complete purchases, locate items and join reward programs.
- Trained new associates on cash register operations, conducting customer transactions and balancing drawer.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Increased sales and customer satisfaction through personalized servicing.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Used POS system to process sales, returns, online orders and gift card activations.
- Greeted customers and helped with product questions, selections and purchases.
Education
GED -
Edutel Higher Education
Horison, Roodepoort, 1733 02.2022 - Current
Skills Certificate - Computer Software Skills
MSC Business College
Benoni 02.2011 - 12.2011
High School Diploma -
Springs Secondary School
Springs 01.2002 - 12.2007
Skills
IT Service Management (ITSM) Oversight
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
GED -
Edutel Higher Education
02.2022 - Current
IT Service Desk Agent
EOH
08.2017 - 08.2022
Retail Sales Associate
Legit Store
02.2012 - 10.2012
Skills Certificate - Computer Software Skills
MSC Business College
02.2011 - 12.2011
High School Diploma -
Springs Secondary School
01.2002 - 12.2007
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