Paulina Tshabalala
Service Desk Agent
1469 Park View,Dersley , Springs
Summary
Detail-oriented and tech-savvy professional with over 3 years of experience in IT support and service desk operations. Skilled in customer service, technical problem-solving, documentation, and office administration. Strong communicator with the ability to manage multiple tasks, support teams, and improve workflow efficiency. Eager to apply IT knowledge in administrative and coordination roles to support business operations.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Service Desk Agent (City of Tshwane)
Alteram Solutions
04.2023 - Current
- Respond to service desk tickets and incoming calls, resolving user issues or escalating appropriately.
- Log and prioritize service requests using ticketing system.
- Conduct follow-ups to ensure user satisfaction and closure of incidents.
- Provide front-line support for desktops, software, printers, and network issues.
IT support Technician Intern(Sassa)
Alteram Solutions
04.2022 - 04.2023
- Set up and configured user workstations, software, and network connections.
- Troubleshot and resolved hardware and software issues for internal users.
- Identified root causes of recurring incidents and proposed solutions.
- Assisted with asset management and IT documentation.
Education
National Diploma - Information Technology
Central university of Technology
Bloemfontein, South Africa11.2013
Skills
Office Administration & Documentation
Microsoft Office Suite & Office 365
Helpdesk & Ticket Management Systems
Customer Service & Communication
Problem Solving & Troubleshooting
Coordination & Follow-ups
Printer & Hardware Support
Time Management & Teamwork
References
- Leslie, Makgomase, lesliemo@tshwane.gov.za, 060 503 0904, Alteram Solutions, City of Tshwane
- Xolani, Buthelezi, xolanib@tshwane.gov.za, 073 032 5129, Alteram Solutions, City of Tshwane
Timeline
Service Desk Agent (City of Tshwane)
Alteram Solutions
04.2023 - Current
IT support Technician Intern(Sassa)
Alteram Solutions
04.2022 - 04.2023
National Diploma - Information Technology
Central university of Technology