Faith Ngwenya
Service Desk Specialist / Operations Administrator
Johannesburg
Summary
Proactive and detail-oriented Service Desk Specialist with over 6 years of experience in IT support, operations administration, and customer service across public and private sectors. Recognized for efficiently resolving technical issues, managing cross-functional coordination, and enhancing data accuracy through CRM optimization. Proficient in Microsoft 365, SAP, Dynamics 365, and ITSM tools, demonstrating strong technical acumen in every challenge. A trusted team player excelling in fast-paced environments while providing discreet and precise support to executive operations.
Overview
9
9
years of professional experience
5
5
Certificates
Work History
Service Desk Specialist / Operations Admin
Evernex Lenovo
08.2022 - Current
- Manage executive calendars, and cross-department coordination.
- Maintain CRM (Dynamics 365), improving data accuracy by 97%.
- Lead procurement and vendor management, helping to reduce costs.
- Support and stand in for End-User Computing SDM.
- Boosted user proficiency with continuous training sessions covering new software features and updates.
IT Helpdesk Agent/Call Coordinator
Department of Justice
02.2022 - 07.2022
- Provided technical support for hardware and software issues.
- Maintained accurate incident records, and ensured timely resolution.
- Collaborated with Level 2 support for escalated cases.
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Provided remote assistance to users, enabling quick resolution of off-site technical issues.
Office Administrator / Receptionist
John Snow Inc. (JSI)
02.2019 - 08.2019
- Managed front-desk operations and vendor coordination.
- Supported finance and admin functions for a global NGO.
- Scheduled meetings, and maintained filing systems.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
Fleet & Project Administrator
Fleet Horizon Solutions
04.2017 - 10.2017
- Monitored fleet operations and supported project logistics.
- Contributed to tender documentation, aiding in contract wins.
- Collaborated with cross-functional teams to ensure seamless project integration and alignment with organizational goals.
- Supported senior management in strategic planning activities related to future projects or initiatives within the organization.
- Prepared and submitted reports on job progress and safety conditions to upper management.
Dispatch Officer
City Power
07.2016 - 03.2017
- Scheduled technicians, and managed restoration timelines.
- Coordinated materials and payments using SAP.
- Managed a high volume of incoming calls from both emergency responders and the public, prioritizing requests based on urgency and available resources.
- Provided ongoing support to field officers, ensuring they had access to relevant information and resources during critical incidents.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Received new orders, prepared documentation, and assigned personnel.
Education
Operations Management Diploma -
UNISA
Bachelor of Business Administration - undefined
Boston College
04.2001 -
Skills
IT technical support
Proficient in Dynamics 365 CRM
Remote technical support
Proficient in ITSM tools
Microsoft 365 proficiency
Experienced with ticket management software
Incident response management
Conflict resolution management
Experienced with ticketing software
Certification
Career Essentials in Cybersecurity by Microsoft and LinkedIn
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Afrikaans
Upper intermediate (B2)
Xhosa
Advanced (C1)
Interests
Cyber security
Timeline
COMTIA+
08-2025
Career Essentials in Cybersecurity by Microsoft and LinkedIn
07-2025
Cybersecurity Awareness: Cybersecurity Terminology
07-2025
Microsoft 365: Administration
07-2025
ITIL
10-2024
Service Desk Specialist / Operations Admin
Evernex Lenovo
08.2022 - Current
IT Helpdesk Agent/Call Coordinator
Department of Justice
02.2022 - 07.2022
Office Administrator / Receptionist
John Snow Inc. (JSI)
02.2019 - 08.2019
Fleet & Project Administrator
Fleet Horizon Solutions
04.2017 - 10.2017
Dispatch Officer
City Power
07.2016 - 03.2017
04.2001 -
Bachelor of Business Administration - undefined
Boston College
Operations Management Diploma -
UNISA