Montseng Motolo
Johannesburg
Summary
As a passionate and fast-evolving IT Support professional, I am committed to delivering reliable, first-contact technical and administrative support as well as customer service. My current role as a Service Desk Team Lead has allowed me to build deep practical knowledge of end-user support, issue triage, and systems management. I bring a proactive approach to troubleshooting, including hands-on experience with device setups, user account administration, Office 365 management, and email security systems like e-Purifier. I am eager to further grow in Service Coordination and Tier 1 technical support by applying both my leadership and technical competencies in dynamic IT environments.
Overview
3
3
years of professional experience
Work History
Service Desk Team Leader
Westech Systems
Johannesburg
08.2024 - Current
- Lead a team of L1, L2 and L3 engineers and Service Desk to deliver first-class technical support to end-users.
- Assign tickets strategically based on complexity, SLA urgency, and technician expertise.
- Manage password resets, user account creation, and access permissions across systems including Active Directory and Office 365.
- Support email systems including Microsoft Outlook and e-Purifier for mail filtering, spam protection, and secure delivery.
- Oversee laptop and desktop setups for new and existing employees.
- Provide leadership and administrative support, managing daily operations of the service desk.
- Perform quality checks on tickets, reviewing time entries, and ensuring high first-call resolution.
Service Desk Coordinator
Westech Systems
Johannesburg
06.2023 - 07.2024
- Handled incoming tickets via the ConnectWise system, categorising them for prompt L1, L2 or L3 resolution.
- Performed day-to-day troubleshooting tasks such as resetting passwords, creating new user email accounts, and providing basic support for Microsoft 365 issues.
- Coordinated laptop and workstation setups, including software installations and user personalization.
- Dispatch technicians and coordinate with third-party vendors for ticket resolution.
- Ensure SLA compliance by tracking and ensuring tickets are completed on time.
- Provided support on e-Purifier email security, assisting users in whitelisting or quarantining messages
- Ensured proper follow-up with clients after issue resolution to measure satisfaction and gather feedback.
- Communicated directly with users and third-party vendors to coordinate timely and accurate issue resolution.
Help Desk/Project Administrator
Computer Kemistry
Johannesburg
03.2022 - 03.2023
- Coordinating the service tickets and technicians through to completion of the ticket and ensuring SLA compliance.
- Analyse customer support cases, ensuring efficient and timely escalation.
- Provide continuous updates to clients to ensure ultimate customer satisfaction.
- Proactively identified risks and implemented corrective measures.
- Assign tickets strategically based on complexity, SLA urgency, and technician expertise.
- Utilized ticketing systems to streamline support requests management and resolution.
- Consistent follow-up with technicians and maintain strong professional relationships and teamwork.
Education
Higher National Certificate - Project Management
CTU Training Solutions
Pretoria, Gauteng01.2019
GED - Web Development
SheCodes Coding Workshop
01.2024
Skills
- Analytical and problem-solving skills
- N-Able RMM (Remote Monitoring & Management)
- Software Proficiency (e-Purifier, SharePoint)
- Passportal (Credential Management & Documentation)
- Troubleshooting & Technical Support
- Connectwise & ServiceNow
- Project & Schedule Management
- Service Level Agreements
- Effective Communication
LANGUAGE
English
References
Available upon request
LINKS
LinkedIn: linkedin.com/in/montseng-motolo-239a8a215
Timeline
Service Desk Team Leader
Westech Systems
08.2024 - Current
Service Desk Coordinator
Westech Systems
06.2023 - 07.2024
Help Desk/Project Administrator
Computer Kemistry
03.2022 - 03.2023
Higher National Certificate - Project Management
CTU Training Solutions
GED - Web Development
SheCodes Coding Workshop