Summary
Overview
Work History
Education
Skills
Programs Used
Timeline
Generic
Natasha Mgoqi

Natasha Mgoqi

IT SPECIALIST – Service Desk Analyst
Midrand

Summary

I am a competent Service desk professional with strong background in technical support and excellent customer service. Proven track record of resolving complex issues and ensuring seamless IT operations. Highly collaborative and adaptable, with focus on achieving team goals and improving user satisfaction.

Experienced with diagnosing and resolving technical issues in timely manner. Utilizes excellent communication skills to understand user needs and provide effective solutions. Knowledge of various IT systems and track record of maintaining high user satisfaction.

Overview

11
11
years of professional experience
67
67
years of post-secondary education
3
3
Languages

Work History

Service Desk Analyst

Mimecast
Sandton
07.2024 - Current
  • First Point of Contact: Serve as the initial contact for IT support inquiries, ensuring timely and effective resolution of issues.
  • Project Assistance: Collaborate on project-related work, contributing to the successful execution of IT initiatives.
  • Facilities Support: Assist with office relocations and other facilities-related tasks as needed.
  • Procurement Activities: Manage procurement processes for IT equipment and services.
  • Inventory Management: Maintain the IT inventory and asset registry, ensuring accurate records of all IT assets.
  • Proactive Improvement: Identify opportunities for service and system enhancements, advocating for best practices.
  • Task Management: Respond to management directives and prioritize tasks based on urgency and impact.
  • Issue Escalation: Escalate unresolved issues with comprehensive information to ensure swift resolution.
  • Onboarding and Offboarding: Facilitate the onboarding of new staff and the offboarding of departing employees, including conducting inductions for new starters.
  • Technical Troubleshooting: Provide basic troubleshooting for server and network issues, ensuring minimal disruption to operations.
  • Post-Incident Review: Conduct post-incident reviews, gathering feedback and performing root cause analysis to prevent future occurrences.
  • Team Support: Act as the onsite IT support for network and server tasks, ensuring effective communication with peers and team members.
  • Mentorship: Train and nurture junior staff members, fostering a collaborative learning environment.
  • Documentation: Contribute to the knowledge base and ensure all documentation is up-to-date and accessible.
  • Service Level Adherence: Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Qualifications: Technical Skills: Intermediate understanding of automation technologies and the ability to analyze environments for potential automation opportunities.
  • Communication: Strong communication skills, with an emphasis on open dialogue with team members and understanding group objectives.
  • Business Acumen: Good understanding of current business operations and how IT supports overall objectives.

Digital Campaign Controller

JCDecaux
Sandton
07.2023 - 05.2024
  • Oversees the uninterrupted operation of the digital signage networks and screens across South Africa and ROA.
  • Work with the relevant departments to create, schedule and manage advertising loops on digital signage across numerous platforms for South Africa and ROA.
  • Analyze, troubleshoot, and escalate issues related to the digital signage network.
  • Monitor campaign playbacks, performance, and reports.
  • Work with relevant departments for proof of posting and making sure campaigns reach their required goals.
  • Assist in deployment of New Installations.
  • Assist in deployment of KIS Operating System across all Africa.

Service Desk Analyst (Remote Support)

Pink Elephant
Woodmead
06.2020 - 11.2022
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries over the phone.
  • Maintain daily performance of computer systems.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine nature of problem.
  • Walk customer through problem-solving process.
  • Clean up computers.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from customers about computer usage.
  • Run reports to determine malfunctions that continue to occur.
  • Log calls for users.
  • Remote support.

IT Desktop Engineer

HCL (supporting PepsiCo)
Kempton Park
12.2018 - 09.2019
  • Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.
  • Participate in varied computer platform.
  • Ms in multi-layered client server environment.
  • Participate in important technological department projects and perform problem diagnosis of network and desktop environment under IT Management direction.
  • Maintain and resolve issues on LAN/WAN, VoIP telephone, Biometric, Video systems and other computing equipment.
  • Interact with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Recommend and implement upgrades on systems to ensure longevity.
  • Assess functional needs to determine system purchase specifications.
  • Identify and repair hardware and network connectivity issues.
  • Establish VPN access for all remote users.
  • Assist in technical upgrading and maintaining of entire desktop systems.
  • Support in testing and deployment of new applications and systems.
  • Ensure desktop computers interconnect seamlessly with diverse systems.
  • Maintain passwords, data integrity and file system security for computing environment.
  • Update and maintain computer inventory and surplus equipment.

Service Desk Analyst

EOH (MMI I&O helpdesk)
Centurion
05.2018 - 11.2018
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either in person or over the phone.
  • Write training manuals.
  • Train computer users.
  • Maintain daily performance of computer systems.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine nature of problem.
  • Walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Clean up computers.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Install computer peripherals for users.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from customers about computer usage.
  • Run reports to determine malfunctions that continue to occur.

Helpdesk Technician

IBurst (broad link)
Bryanston
06.2017 - 04.2018
  • Serving as the first pointing contact for customers seeking technical assistance over the phone.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest improvements.
  • Customer care duties.
  • Answering calls.
  • Sending invoices.
  • Checking the bill history.
  • Tracking orders.
  • Sending quotes.

IT Technician

MDM Technologies
Sandton
10.2016 - 06.2017
  • Administration (handling accounts and company profiles).
  • Programs: excel, outlook, PowerPoint, word.
  • Microsoft exchange server.
  • Windows 365.
  • Skype for business, docs.com.
  • Talking calls.
  • Handling queries.

IT Technician (Desktop & System)

Bytes People solution (PTY) LTD
Midrand
01.2016 - 10.2016
  • Assist personnel with installation, configuration and ongoing usability of system hardware and software e.g., RG59 co-ax, connecting a router, repeaters.
  • Offer daily operations and systems support to personnel.
  • Verify functionality of hardware and software components.
  • Troubleshoot hardware and software issues in person.
  • Assist employees with computer problems and answer their questions.
  • Conduct daily network backup operations.
  • Installing software or hardware.
  • Maintaining and repairing equipment.
  • Troubleshooting different computer issues.
  • Determining and installing appropriate security measures.
  • Providing technical support on-site or via IP cameras, connecting IP cameras, web cams etc.
  • HDMI connections, cabling, gaming console connections and setup. (HDMI with Ethernet)

Salesperson (Insurance Inbound)

O’Keeffe & Swartz
Randburg
08.2014 - 11.2015
  • Selling short- and long-term insurance for major financial companies.
  • Offering financial services.
  • Advising on financial matters.
  • Bookkeeping and administration.

Education

High School Diploma -

Allanridge Secondary School
Midrand
04.2001 - 01.2013

Certificate of Technical Studies - Cisco Essentials

Eskom College
South Africa
01-2015

Certificate of Technical Studies - System Support NQF5

BYTES Career Campus
Midrand, South Africa
01-2016

Certificate of Technical Studies - Computer Networking

Bytes College
South Africa
01.2016

Graduate Certificate - A+

Bytes College
South Africa
12-2018

AWS - Amazon Web Service

Amazon
South Africa
04.2001 -

Certificate of Technical Studies - Artificial Intelligence

You.com
South Africa
04.2001 -

Certificate of Technical Studies - Cyber Security

IBM
South Africa
04.2001 -

Certificate - JAMF PRO

JAMF PRO
South Africa
04.2001 -

Skills

  • Hardware support

  • Remote technical support

  • System administration

  • Incident management

  • Information security

  • Technical fault analysis

  • Teamwork and collaboration

  • Problem-solving abilities

  • Multitasking Abilities

  • Customer service

Programs Used

  • Mimecast
  • Cherwell
  • Microsoft 365
  • McAfee
  • Telviva & Quemetrics
  • Service Now
  • Jira
  • Cisco IP phone
  • Azure
  • Aftereffects
  • Digi board
  • DatalytixUI
  • Zendesk
  • Web monitoring

Timeline

Service Desk Analyst

Mimecast
07.2024 - Current

Digital Campaign Controller

JCDecaux
07.2023 - 05.2024

Service Desk Analyst (Remote Support)

Pink Elephant
06.2020 - 11.2022

IT Desktop Engineer

HCL (supporting PepsiCo)
12.2018 - 09.2019

Service Desk Analyst

EOH (MMI I&O helpdesk)
05.2018 - 11.2018

Helpdesk Technician

IBurst (broad link)
06.2017 - 04.2018

IT Technician

MDM Technologies
10.2016 - 06.2017

IT Technician (Desktop & System)

Bytes People solution (PTY) LTD
01.2016 - 10.2016

Salesperson (Insurance Inbound)

O’Keeffe & Swartz
08.2014 - 11.2015

High School Diploma -

Allanridge Secondary School
04.2001 - 01.2013

AWS - Amazon Web Service

Amazon
04.2001 -

Certificate of Technical Studies - Artificial Intelligence

You.com
04.2001 -

Certificate of Technical Studies - Cyber Security

IBM
04.2001 -

Certificate - JAMF PRO

JAMF PRO
04.2001 -

Certificate of Technical Studies - Cisco Essentials

Eskom College

Certificate of Technical Studies - System Support NQF5

BYTES Career Campus

Certificate of Technical Studies - Computer Networking

Bytes College

Graduate Certificate - A+

Bytes College

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Natasha MgoqiIT SPECIALIST – Service Desk Analyst