Courney Jean Gibson
Service Desk Analyst
Cape Town
Summary
I am a organized and dependable candidate successful at managing multiple priorities with a positive attitude. I have a willingness to take on added responsibilities to meet team goals am also detail-oriented team player with strong organizational skills with the ability to handle multiple projects simultaneously with accuracy.
I seek to maintain full-time position that offers professional challenges utilizing interpersonal skills along with time management and problem-solving skills.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Service Desk Analyst
NSC Global
Cape Town
07.2019 - Current
- Communicate with both internal and external customers to a consistently high standard.
- To progress, chase and escalate incidents in line with their Service Level Agreement.
- To log service requests and enquiries for customers and resolve or assign to appropriate business units.
- To Co-ordinate the Incident repairs with internal departments, third parties resources and vendors to ensure incidents are resolved within SLA.
- To ensure incidents are closed and confirmation of satisfaction, is gained from the customer.
- To ensure that regulations are adhered to at all times.
- Where necessary, suggest improvements to systems and process.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Consistently met or exceeded key performance indicators related to service quality and response times.
Customer Technical Support
IINet
Cape Town
07.2018 - 07.2019
- Responded to customer technical support inquiries and complaints via phone and email, addressing needs in real-time and proactively anticipating future product concerns.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Provided daily technical support to both internal and external customers, answering routine questions and escalating complex issues to specialists for further troubleshooting.
Customer Service Billing Support
IINet
Cape Town
04.2018 - 06.2018
- Processing customer payment.
- Payment queries.
- Complaints.
- General account and invoice queries.
- Phone and email support.
- Mentored newly-hired staff members on best practices in customer service and efficient management of billing inquiries.
- Identified opportunities for cost reduction through process improvements, ultimately benefiting both company's bottom line and customers wallets.
Relocation Sales
IINet
Cape Town
04.2017 - 03.2018
- Prompt and correct answering of all incoming calls
- To inform customers in a diplomatic, empathetic and professional
manner as to the outcome of their enquiry. - Ensure all data is captured accurately.
- Ensure that all benchmarks are attained.
- Retention of existing Clients.
- Upselling.
- Follow up on leads.
- Follow-up on leads as well as using different Closing Techniques to
close deals. - General Queries.
- Surpassed monthly sales goals through innovative sales techniques.
- Developed sales strategies to increase sales of internet relocation.
Education
Some College (No Degree) - Early Childhood Development
College of Cape Town
Cape Town 01.2014 - 06.2016
High School Diploma -
Jan Van Riebeek High School
Cape Town 07.2009 - Dec 2012
Skills
Client Relations
undefinedCertification
N4,N5,N6 Certifcates in Early Childhood Development.
Timeline
Service Desk Analyst
NSC Global
07.2019 - Current
Customer Technical Support
IINet
07.2018 - 07.2019
Customer Service Billing Support
IINet
04.2018 - 06.2018
Relocation Sales
IINet
04.2017 - 03.2018
Some College (No Degree) - Early Childhood Development
College of Cape Town
01.2014 - 06.2016
High School Diploma -
Jan Van Riebeek High School
07.2009 - Dec 2012
N4,N5,N6 Certifcates in Early Childhood Development.
Similar Profiles
VIJAY SONAWANEVIJAY SONAWANE
Global Procurement Administrator at NSC GlobalGlobal Procurement Administrator at NSC Global
Portia QambiPortia Qambi
Global ServiceDesk Analyst at NSC GlobalGlobal ServiceDesk Analyst at NSC Global
Gentrit RapucaGentrit Rapuca
Field Engineer L2 - BMW Group at NSC GlobalField Engineer L2 - BMW Group at NSC Global