Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Software
Timeline
Generic

Ntseliseng Hlekiso

IT Helpdesk Technician
La Lucia

Summary

Responsible Technician with excellent troubleshooting, customer service and analytics skills coupled with more than 6 years of experience. Highly effective in complying with safety requirements evidenced by zero work loss days. Broad skills in maintenance and bench builds. Organized and dependable and successful at managing multiple priorities with a positive attitude.

Overview

7
7
years of professional experience
4
4
years of post-secondary education
3
3
Certifications

Work History

Senior IT Helpdesk Technician

BET Software
Umhlanga
03.2021 - Current
  • Provides remote technical support to employees and branches of Hollywoodbets throughout the African continent.
  • Troubleshoots hardware issues and works with service providers to facilitate repairs for end users.
  • Assists users with several types of technical issues via email and helpdesk software (Genesys, Zendesk, etc.). Managing more than 20 calls and tickets per day combined.
  • Maintains record logs and life-cycle documentation of work, requests.
  • Installs and performs minor repairs to hardware, software, or peripheral equipment.
  • Maintains a positive working relationship with fellow staff and management.
  • Sets up equipment, mainly Windows and MAC OS devices, for employee use, performing or installing cables, operating systems, or software.
  • Resolves routing, wireless, and other network-related issues.
  • Increases customer satisfaction with prompt and knowledgeable support for various technical issues.
  • Performs troubleshooting and diagnosis on malfunctioning equipment.
  • Streamlines processes by implementing efficient workflows and improving technician training programs.
  • Facilitates seamless software upgrades, minimizing disruptions to daily operations.

IT Junior Technician

Hollywoodbets
Umhlanga
08.2018 - 02.2021
  • Provided on-site technical support to the Star Merchant head office in Durban
  • Disassembled computer systems to troubleshoot and resolve hardware issues
  • Explained technology-related details in easy-to-understand terms to individuals from diverse backgrounds and in various job positions
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
  • Troubleshot devices to identify and solve issues with hardware or software performance
  • Configured computers to network drivers and connected to printers and other peripheral equipment
  • Troubleshot systems and equipment and ran tests to make effective recommendations.

Education

BSC - Information Technology

Richfield Graduate Institute of Technology
Durban
01.2014 - 12.2016

Higher Certificate - Systems support

Bytes People Solutions
Umhlanga
08.2017 - 07.2018

Skills

  • Customer Service

  • Microsoft office

  • Interpersonal Communication skills

  • Computer maintenance

  • Desktop application support

  • Component replacement

  • Installation and repair

  • User training

  • Documentation and reporting

Certification

National Certificate: Information Technology: Systems Support

References

Zama Zondi, Team leader ( BET Software) - 073 154 9924


Lenny Robert, Manager (The Star Merchant) - 087 353 8938

Software

Microsoft Office 365

MAC OS

Windows OS

Zendesk

Active directory

Libre NMS

Nagios

Timeline

Senior IT Helpdesk Technician

BET Software
03.2021 - Current

IT Junior Technician

Hollywoodbets
08.2018 - 02.2021

Higher Certificate - Systems support

Bytes People Solutions
08.2017 - 07.2018

BSC - Information Technology

Richfield Graduate Institute of Technology
01.2014 - 12.2016

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Ntseliseng HlekisoIT Helpdesk Technician