Nokuthula Kubheka
Ticket Lifecycle Management
Benoni
Summary
Experienced client support leader with over 13 years in the logistics & IT sectors; specializing in technical desk support, service delivery and stakeholder engagement. Adept at managing high-volume support environments, resolving complex technical issues, and driving continuous improvement across customer-facing operations. Known for blending technical insight with a customer-first mindset, I oversee the full lifecycle of support tickets—from intake and classification to resolution and quality assurance. I collaborate closely with clients and technical teams to ensure timely, accurate troubleshooting and clear communication, while maintaining strict adherence to SLAs and service standards.
Overview
14
14
years of professional experience
3
3
Certifications
Work History
Ticket Lifecycle Management
EOH
11.2022 - Current
- Monitor and prioritize incoming support tickets through the ticketing system.
- Ensure timely acknowledgment and follow-up on all customer inquiries.
- Collaborate with customers to understand technical issues and gather necessary information for troubleshooting.
- Utilize technical knowledge to classify and escalate complex issues to the appropriate technical teams.
- Oversee the progress of tickets from initiation to resolution, ensuring adherence to service level agreements (SLAs).
- Facilitate communication between customers and technical teams to provide updates and gather feedback.
- Maintain accurate records of ticket statuses, resolutions, and customer interactions.
- Create and update knowledge base articles to reflect common issues and resolutions.
- Review resolved tickets to ensure they meet quality standards and customer satisfaction.
- Gather customer feedback to identify areas for improvement in the support process.
- Conducted regular performance evaluations with employees to maintain open lines of communication between management levels.
- Improved overall business center efficiency by streamlining processes and implementing new management techniques.
Service Desk Agent
E.O.H\Sasol
01.2017 - 10.2022
- Unlocking user accounts and resetting passwords
- Maintaining answer rate as per customer contractual obligation
- Creating request and Incident on the Service Now ticket creating system
- Ensuring the SLA is achieved in all departments as per contract agreement
- Troubleshooting and proving resolution to hardware and software issues.
- Participate in training sessions and contribute to team knowledge sharing initiatives.
- Work closely with other support team members and departments to share knowledge and improve processes.
- Communicate effectively with customers to keep them informed about the status of their inquiries.
Desktop Intern
University of UJ
01.2016 - 01.2017
- Setting up new user profiles on the machines; assisted in on-boarding and re-added profiles onto the domain when required.
- Participated in hardware and software upgrades, ensuring seamless integration with existing infrastructure.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Diagnosed complex technical issues using analytical problem-solving skills, leading to faster resolutions and minimal user impact.
- Handled support tickets efficiently by prioritizing tasks based on urgency and impact on business operations.
Brand Ambassador
Fair lane Agencies
01.2012 - 01.2016
- Boosted sales through effective collaboration with the team to promote store products during road shows.
- Engaging with customers in a welcoming manner and establishing relationships.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Maintaining records of units sold in the store.
- Monitored competitor activity to recommend adjustments to our brand positioning.
- Reached daily sales targets.
- Cooking so customers can taste the product being promoted.
Education
Technical Supports leaner ship Level 4 - IT Network Security
Talent Placement
Gauteng, South Africa01.2017
End User Certificate -
PC Training And Business College
Gauteng, South Africa01.2010
Matric Certificate -
HB Nyathi Secondary School
Gauteng, South Africa01.2001
Skills
Detail-Oriented
Certification
ITIL 2011 Foundation
References
Name: Belinda Channing,
Designation: Manager
Email: Belindac@fla.co.za
Contact: 011 841 4900
Company: Fair lane Agency
DRIVERLICENSE
Laearner's licence
Timeline
Ticket Lifecycle Management
EOH
11.2022 - Current
Service Desk Agent
E.O.H\Sasol
01.2017 - 10.2022
Desktop Intern
University of UJ
01.2016 - 01.2017
Brand Ambassador
Fair lane Agencies
01.2012 - 01.2016
Technical Supports leaner ship Level 4 - IT Network Security
Talent Placement
End User Certificate -
PC Training And Business College
Matric Certificate -
HB Nyathi Secondary School
Similar Profiles
Nokuthula KubhekaNokuthula Kubheka
Ticket Lifecycle Management at EOHTicket Lifecycle Management at EOH
Danie KokDanie Kok
Asset & Monitoring Lead at EOHAsset & Monitoring Lead at EOH
Vusimuzi Harry NdabaVusimuzi Harry Ndaba
Trainee Accountant at EOHTrainee Accountant at EOH
Khanyisile Colleen MkhizeKhanyisile Colleen Mkhize
National Sales Manager at Shell Downstream South AfricaNational Sales Manager at Shell Downstream South Africa
Sophie DubeSophie Dube
Administrative Clerk at Johannesburg HealthAdministrative Clerk at Johannesburg Health