Busisiwe Poni
Service Desk Analyst
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Senior Service desk analyst position. Ready to help team achieve company goals. I am eager to learn new things and strive to become a trustworthy team player.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Ardaghdroup/Exl
12.2023 - Current
- Reduced ticket resolution times through troubleshooting and effective communication skills
- Create new user account ,password reset ,unlock user account and computers ,create shared mailbox and distribution list ,Issue Microsoft office 365 license using Active Directory for users and Computers(AD)
- Creation of files shares and drive mapping
- Create , Update and close ticket on Service Now system within Service level Agreement (SLAs)
- Support user with production systems like SAP, ARMS,APRISO,APL/APS,CRM
- Support user with Multi-factor Authentication (MFA)
- Create incident and Request for uses depending on the issue they are having
IT Technician
Amathuba Collective
09.2022 - 08.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained office PCs, networks and mobile devices.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Presentation about LAN and WAN
- Troubleshoot computer and network connectivity
Sales Advisor
Emerald Life Company
05.2020 - 10.2020
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Increased sales by establishing rapport with customers and identifying their needs.
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
- Kept detailed records of daily activities through online customer database.
- Participated actively in weekly sales meetings, sharing insights from personal experiences that contributed to team success.
Education
High School Diploma -
Intlanganiso Senior School
Cape Town, South Africa 04.2001 -
Skills
Microsoft Outlook
Multitasking
Data Backup and Recovery
Technical Troubleshooting
Friendly and Patient
Teamwork and Collaboration
Analytical Skills
Customer Needs Assessment
Software Installation
Active Listening
System monitoring
User Support
Technical issues analysis
LAN/WAN
Incoming Call Management
Certification
IT System Support NQF LEVEL 5
Timeline
IT Service Desk Analyst
Ardaghdroup/Exl
12.2023 - Current
IT Technician
Amathuba Collective
09.2022 - 08.2023
Sales Advisor
Emerald Life Company
05.2020 - 10.2020
High School Diploma -
Intlanganiso Senior School
04.2001 -