Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Onela Cekisani

ICT Service Desk Analyst
Port Elizabeth

Summary

Having worked in the IT industry, I have gained a deep understanding of Service Desk Analyst and Desktop Support Analyst and troubleshooting. I am skilled in diagnosing and resolving hardware and software issues, ensuring minimal downtime for end-users. Additionally, my strong communication skills allow me to effectively explain technical concepts to non-technical individuals, making me an ideal candidate for providing user support.

Overview

10
10
years of professional experience
3
3
Languages

Work History

ICT Service Desk Analyst

Transnet
04.2024 - Current
  • User Support and Troubleshooting:
  • Provides first-line support for a variety of IT-related issues, such as email issues, software glitches, network connectivity problems, or hardware malfunctions.
  • Troubleshooting: conducts basic troubleshooting steps to identify and resolve common issues, such as rebooting devices, checking network settings, or verifying user credentials.
  • Guidance for Self-Help direct users to available self-help resources or knowledge base articles for resolving simple or recurring issues.
  • Incident Management:
  • Logging and Tracking Incidents when users report technical issues or disruptions. I log and tracks these incidents in an IT Service Management (ITSM) tool Dynamics 365
  • Prioritizing Incidents assesses the severity and impact of the incident to assign appropriate priority levels.
  • Ticket Management:
  • Creating, Updating, and Closing Tickets - ensures that tickets (incidents or service requests) are properly created, regularly updated with status changes, and closed once the issue is resolved or the request is fulfilled.
  • Ensuring Service Level Agreements (SLAs):
  • Monitor ticket resolution times to ensure adherence to predefined service levels or response times as outlined in the Service Level Agreements (SLAs).
  • Communication
  • Maintain clear communication with end users about the status of their incidents or requests. Inform users about expected timelines for resolution or any workarounds.
  • Notify users about planned system outages, maintenance, or any changes that may affect services or applications.
  • Monitoring and Reporting
  • Monitor the performance and status of IT systems to detect incidents or outages proactively.
  • Generate and analyze reports on incident trends, common issues, and resolution times to identify areas for improvement and ensure service quality.
  • Outsourced services.
  • Ensure that calls logged with third parties include all required information to avoid call delays.
  • Follow up with the third party on the logged call to provide updates to the user.
  • Outsourced services
  • Ensure that calls logged with third parties include all required information to avoid call delays
  • Follow up with the third party on the logged call to provide updates to the user
  • Active Directory (AD)
  • Reset user passwords when users forget them or require assistance. Ensure that the password meets the organization’s security policies.
  • Account lockouts due to multiple incorrect login attempts.
  • Enable a user account that has been disabled in Active Directory
  • Placing Users in Correct OUs
  • Azure
  • Configuring MFA: For users who require Multi-Factor Authentication (MFA)
  • Create New users
  • Adding/Removing Users to/from Groups

Administrative Trainer

Famous Brands
11.2023 - 03.2024
  • Training Program Development
  • Develop training materials, including manuals, presentations
  • Reason for leaving: Got better offer

System Support Technician

SA Breweries
09.2021 - 07.2022
  • System Installation and Configuration:
  • Install and configure hardware and software: Setting up new systems, installing operating systems, software applications, and ensuring that all necessary configurations are made.
  • Test new hardware and software to ensure they are compatible with the organization's existing systems.
  • Assist with the installation of system updates and upgrades, including operating systems and software patches.
  • Troubleshooting and Issue Resolution:
  • Identify and troubleshoot system problems, including hardware malfunctions, software errors, and network issues.
  • Respond to user-reported issues, resolve problems, and provide solutions to prevent recurrence.
  • Troubleshoot and resolve network connectivity issues, including local area network (LAN) and internet access.
  • System Monitoring and Maintenance:
  • Regularly check system performance, including server health, hardware status, and software functionality, to ensure optimal operation.
  • Perform regular system maintenance tasks such as updating antivirus software, cleaning temporary files, managing disk space, and checking backup systems.

Billing Administrator

Discovery Health
08.2015 - 07.2021
  • Preparing and dispatching invoices to clients in a timely manner.
  • Managing incoming payments and resolving discrepancies.
  • Overseeing the billing and invoicing process.
  • Coordinating payments and ensuring accuracy.
  • Addressing customer inquiries and disputes.
  • Reason for Leaving: Resignation

Education

Diploma - Information Technology

Damelin College
11.2015

Skills

IT Security

Active Directory

Customer Service

Call center operations

Desktop support

Software support

Client relations

Customer service training

Help desk support

Customer service

Support services

References

  • Zizo Bomali, Service Desk Team Lead, Zizo.Bomali@transnet.net, 0817358191, Transnet NPA


  • Sango Makhaphela, Business Application Support Manager, Sango.Makapela2@transnet.net, 0842332704, Transnet NPA


  • Nontsikelelo Yili, Team Leader, Ntsikeleloy@discovery.co.za, 0763913345, Discovery Health

Timeline

ICT Service Desk Analyst

Transnet
04.2024 - Current

Administrative Trainer

Famous Brands
11.2023 - 03.2024

System Support Technician

SA Breweries
09.2021 - 07.2022

Billing Administrator

Discovery Health
08.2015 - 07.2021

Diploma - Information Technology

Damelin College

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Onela CekisaniICT Service Desk Analyst