Nokulunga Mvumbeni
Summary
Proven Service Desk Analyst at City Power, adept in Remote Technical Support and Client Relationship Management, enhanced customer satisfaction significantly. Skilled in diagnosing hardware/software issues, excelled in incident management, and fostered strong user support, achieving efficient resolutions. Demonstrated exceptional customer service and data entry precision, ensuring high-quality support and confidentiality at the University of The Western Cape.
Overview
15
15
years of professional experience
Work History
Service Desk Analyst
City Power
05.2014 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
Administrative Assistant
University Of The Western Cape
08.2009 - 05.2013
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Education
National Certificate N6 -
Boland College
Stellenbosch, South Africa12.2004
Senior Certificate -
Hoërskool Wolmaransstad
Wolmaransstad, South Africa12.2002
Skills
- Remote Technical Support
- Incident Management
- Client Relationship Management
- User Support
- Data Entry
- Customer Service
- Hardware knowledge
- Software Knowledge
- Network Troubleshooting
References
Mr Samkelo Nhleko
Manager
012 547 5710
083 666 7501
samkelo.nhleko@odirile.co.za
Mr Jeff Ledwaba
Director
011 312 6283
083 951 5515
jeffreyl@itthynk.co.za
Timeline
Service Desk Analyst
City Power
05.2014 - Current
Administrative Assistant
University Of The Western Cape
08.2009 - 05.2013
National Certificate N6 -
Boland College
Senior Certificate -
Hoërskool Wolmaransstad
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