Puseletso Mofokeng
IT & Application Helpdesk Agent
Sebokeng
Summary
I am an assertive person with good interpersonal skills, have over 13 years experience in Service Desk and have been part of the project management team as a QA tester, Go live supporter and System trainer.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
5
5
Certifications
Work History
IT Helpdesk Agent
IOCO (EOH)
Johannesburg
7 2023 - Current
- Provide 1st line system support telephonically and via emails
- Ensure all incidents and service requests are logged within agreed SLA response time
- Unsure that all the 1st line calls are resolved at 1st level
- Make follow ups on all open calls.
IT & Application Helpdesk Agent
Britehouse (Dimension Data)
Johannesburg
11.2019 - 06.2023
- Provide 1st line system support telephonically and via emails
- Ensure all calls are logged and escalated accordingly
- Unsure that all the 1st line calls are resolved at 1st level.
SAP 1st Line Support Agent
Multichoice
Johannesburg
06.2011 - 05.2019
- Provide 1st line system support telephonically and via emails
- Ensure all incidents and service requests are logged within agreed SLA response time
- Analyze 1st line incidents and service requests and ensure all calls are resolved within agreed SLA response times
- Keep track of all the open incidents and service requests (1st, 2nd and 3rd line) and provide feedback to the client
- Ensure customer complaints are escalated to the Team Leader and / Service Desk Manager as appropriate
- Assist with procurement processes
- Research information using available resources in order to manage and resolve SAP customer complaints
- Monitoring and managing problem management
- Managing change controls
- Monitoring transports to be imported into production
- Updating change control data
- Attending CAB meetings to ensure governance is adhered
- Assist with Monthly Report Extracts, compiling and distributing.
IT Service Desk
Group Five
Johannesburg
02.2011 - 05.2011
- Ensure all incidents and service requests are logged within agreed SLA response time
- Analyze 1st line incidents and service requests and ensure all calls are resolved within agreed SLA response times
- Provide Telephone Assistance and Escalations.
Education
Programme in Basic- Intermediate and Advanced Project Management -
University of South Africa
Johannesburg 01.2019 - 11.2019
Microsoft Certified system engineer (MCSE) -
PC Training And Business College
Johannesburg 07.2009 - 12.2009
A+ certificate -
PC Training And Business College
Johannesburg 03.2009 - 06.2009
N+ (networking) certificate -
PC Training And Business College
Johannesburg 03.2008 - 07.2008
High School Diploma -
Oakdale Secondary School
JohannesburgLearnership: National Certificate: Systems Support (NQF 5) - undefined
Bytes People Solutions, Midrand
Skills
Problem solving
Time management
Good Communication
Analytical Thinking
Excellent Telephone manner and face to face communication skills
Strong interpersonal skills
Ability to work well under pressure
Always eager to learn
Pays attention to details
Flexible and self-driven
Team player
Certification
Fox ITSM, ITIL Foundation V4, 02/2024
Systemsworkedon
- SAP SRM
- SAP ECC/ERP
- Vortalby
- (ITSM) Solution Manager 7.0 and Solution Manager 7.1
- HPSM
- SMAX
- OMA
- Service Now
- Toyota ONE
Personal Information
- ID Number: 8711101064081
- Disability: None
- Health Status: Very good
- Criminal Record: None
- Gender: Female
- Nationality: South African
- Driving License: Code 8
- Marital Status: Single
Workandcharacterreferences
- Thabang Tladi, Service Desk Team Leader, Multichoice, 078 826 3495
- Natasha Biagio, Service Desk Manager, Britehouse (Dimension Data), 082 686 9977 / treaclechops@gmail.com
- Mpho Mfete, Project Manager, Multichoice, 083 390 0300
Languages
English
Sotho
Zulu
Afrikaans
Projects
M24 Books SAP SRM Stand-alone Scenario Multichoice SAP SRM EHP3 project Media24 SAP SRM EHP3 project
Timeline
IT & Application Helpdesk Agent
Britehouse (Dimension Data)
11.2019 - 06.2023
Programme in Basic- Intermediate and Advanced Project Management -
University of South Africa
01.2019 - 11.2019
SAP 1st Line Support Agent
Multichoice
06.2011 - 05.2019
IT Service Desk
Group Five
02.2011 - 05.2011
Microsoft Certified system engineer (MCSE) -
PC Training And Business College
07.2009 - 12.2009
A+ certificate -
PC Training And Business College
03.2009 - 06.2009
N+ (networking) certificate -
PC Training And Business College
03.2008 - 07.2008
IT Helpdesk Agent
IOCO (EOH)
7 2023 - Current
High School Diploma -
Oakdale Secondary School
Learnership: National Certificate: Systems Support (NQF 5) - undefined
Bytes People Solutions, Midrand
Fox ITSM, ITIL Foundation V4, 02/2024
Torque IT, Service Desk Analyst, 10/2018
Gordon Institute of Business Science, The Next Manager Programme, 09/2016
SAP, Overview of SAP SRM Solution, 11/2014
HP Training Centre, ITIL Foundation V3 Certificate, 05/2013
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