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
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
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