Kelebogile Montle
Service Desk Analyst
Midrand
Summary
Astute Service Desk Analyst with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Service Desk Analyst
Pink Elephant (TFG Account)
Sandton
04.2022 - 09.2023
- Provide first line system support to head office and stores users
- Liaison with head office and stores staff, colleagues and vendors
- Accurate call logging and routing
- Ownership of calls – follow up on calls and feedback to users
- Ensure that calls are resolved in accordance with the requirements of the relevant SLA
- Log incidents and service requests and maintain relevant records
- Identify and classify incident types and service interruptions accordingly
- Record incidents cataloguing them by symptom and resolution
- Act under guidance to record and track reliability data for your services
- Respond to common requests for service by providing information to enable fulfillment
- Promptly allocate unresolved calls as appropriate teams
- Maintain, record, inform users about process, and advises relevant persons of actions taken
- Escalate complex or unresolved incidents
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Helped streamline repair processes and update procedures for support action consistency.
- Configured hardware, devices, and software to set up work stations for employees.
Helpdesk Agent
Aegis Startek (Telkom Account)
Sunninghill
10.2021 - 03.2022
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Responded promptly to incoming sales leads and requests for technical support.
- Maintained and updated CRM customer service database.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided on-call support for critical issues related to Telkom Fixed line Service
- Troubleshooting customer’s ADSL, Fibre and FLLA lines
- Troubleshooting customer’s ONT and router, and telephone
handsets for fixed line and FLLA - Adsl/ Fibre router configuration
- Resolving customer’s issues at first point, if not resolved escalate to tier 2
Technical Support Consultant
IStore
Fourways
09.2019 - 04.2021
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Installed and configured operating systems and applications.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
IT Service Desk Agent
JD Group
Sandton
03.2019 - 08.2019
- Obtained client information by answering telephone calls.
- Informed clients of policies and procedures.
- Resolved caller issues quickly and thoroughly.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Provide of a single point of contact for customers to log, track,
manage, resolve, escalate and close incidents reported to the
Service Desk - Give remote support on reconnecting the server to the POS
terminals at the store and PCs
IT Technical Support and Helpdesk Analyst
Bureau Veritas
Sandton
02.2017 - 02.2018
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Validated results and performed quality assurance to assess accuracy of data.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Identified and resolved problems through root cause analysis and research.
- Gathered, organized and input information into digital database.
- Setting up PCs for New and Old Users Installing Windows 10, and 11
- Hardware and Software installations and troubleshooting
- Remote Support and Onsite Support
- Network hardware installation, Support and troubleshooting
- Utilizing CA Service Desk Manager Analyst for logging, updating and closing tickets
Education
Grade 12 -
St Anthony, Vaal University of Technology
Boksburg, South Africa 01.2007 - 12.2007
Diploma - Information Technology, Incomplete
Vaal University of Technology
Vanderbijlpark, South Africa 07.2012 - 06.2015
Skills
Customer Serviceundefined
Accomplishments
- May 2014 Cisco IT Essentials
- Aug 2014 Cisco CCNA: Introduction to Networks
- Oct 2018 IT: Technical Support NQF 4
- Sep 2020 Apple Certified Support Professional
- June 2022 ITIL V4 Foundation
Certification
Technical Support NQF 4, HCLS IT Empowerment - 1 Year
Timeline
ITIL V4, Pink Elephant - 1 Month
06-2022
Service Desk Analyst
Pink Elephant (TFG Account)
04.2022 - 09.2023
Helpdesk Agent
Aegis Startek (Telkom Account)
10.2021 - 03.2022
Technical Support Consultant
IStore
09.2019 - 04.2021
IT Service Desk Agent
JD Group
03.2019 - 08.2019
Technical Support NQF 4, HCLS IT Empowerment - 1 Year
10-2018
IT Technical Support and Helpdesk Analyst
Bureau Veritas
02.2017 - 02.2018
CCNA Introduction to Networks. Vaal University of Technology - 6 Months
08-2014
Cisco IT Essentials, Vaal University of Technology - 6 Months
05-2014
Diploma - Information Technology, Incomplete
Vaal University of Technology
07.2012 - 06.2015
Grade 12 -
St Anthony, Vaal University of Technology
01.2007 - 12.2007
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