Dimakatso Sehulwane
IT Service Desk Agent
Vereeniging
Summary
Service Desk Agent with over 5 years experience in the banking sector, providing technical support and resolving customers issues. Troubleshooting issues and resolving, ensuring minimal downtime to our customers.
Overview
11
11
years of professional experience
Work History
IT Service Desk Agent
AFRICAN BANK LIMITED
04.2016 - Current
- Provide first and second line support where calls are logged and quick to resolve.
- Support and Install printers used by the company
- Monitoring incidents assigned to the support group, taking ownership of such calls, resolving call where possible.
- Escalating of calls and inquiries that cannot be resolved by individual to the relevant technical specialist team whether internal to IT division or an external vendor.
- Remote Access Services (VNC) and RDP tools are used to efficiently assist the users/clients
- Troubleshooting and installing of standard hardware and software
- Ensuring necessary escalation is executed in order to ensure correct level of focus
- Ensuring that clients IT questions are being answered and logged and support all in house programs and applications.(Fresh service, Omni, Exactus, Power curve)
- Attend and resolve incidents in terms of agreed SLA with regards to:
- Average hold time
- Abandonment rates
- First time fix/resolve
- Time management, Follow up on calls and updating of calls.
- Ensure that all standard requests are actioned or acknowledged within agreed turnaround times
- Escalate requests/incidents that have not been correctly actioned to respective IT departments
System Support Internship
DELOITTE
06.2015 - 10.2015
- Personal Development
- Computer Components and Networks
- Assembling, Installing and Maintaining servers(Demo practicals)
- Workplace Preparations
- Training Provider: Bytes People Solutions
IT Support Technician (Learnership)
SEBOKENG HOSPITAL
02.2015 - 06.2015
- Assisting users with Installing of different software’s (Citrix, MS Word, Anti-virus)
- Configuring users to printers and scanners
- Email configuration
- Provide first and second line support where calls are logged and quick to resolve.
- Support and Install all printers used by the company
- Adding PC to the domain, connecting PCs for users
Education
Senior Certificate - Grade 12
Residensia Secondary
Diploma - Information Technology
Vaal University of Technology
Skills
Understanding of Computer hardware
Familiarity with networking components
Empathy and patience
Communication skills
Ticketing system proficiency
Accomplishments
- A National Diploma in IT
- A senior Matric certificate
- Systems Support Skills Certificate
- Cybersecurity NQF Level 06 Certificate
- ITIL Foundation Certificate
Timeline
IT Service Desk Agent
AFRICAN BANK LIMITED
04.2016 - Current
System Support Internship
DELOITTE
06.2015 - 10.2015
IT Support Technician (Learnership)
SEBOKENG HOSPITAL
02.2015 - 06.2015
Senior Certificate - Grade 12
Residensia Secondary
Diploma - Information Technology
Vaal University of Technology
TRAINING/LEARNERSHIP PROGRAM
- Name of College: Broad Band College
- Type of Study: Learnership
- Subjects: MCSE (410: Installing and Configuring Windows Server 2012, 411: Administering Windows Server 2012, 412: Configuring Advanced Windows Server 2012 Server, 246: Monitoring and Operating a Private Cloud and 247: Configuring and Deploying a Private Cloud)
- Duration: June 2014- October 2014
References
- John, Ngwenya, Supervisor (IT Service Desk, African Bank), JNgwenya2@AfricanBank.co.za, 011 259 2290, 07862606943, 0716791282, African Bank
- Nomaswazi Nkosi (IT Service Desk Colleague/2IC) NNkosi@AfricanBank.co.za 0739106206