Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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

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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 -

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Busisiwe PoniService Desk Analyst