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
Time and Attendance Administrator
Transnet NPA
Ngqura
04.2024 - Current
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Daily clearing of exceptions on SAP HCM system.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Developed comprehensive filing system that significantly improved document retrieval times.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Data entry and management.
ICT Service Desk Analyst
Transnet NPA
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
undefinedReferences
- 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
Time and Attendance Administrator
Transnet NPA
04.2024 - Current
ICT Service Desk Analyst
Transnet NPA
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