Renolda Masekoameng
Johannesburg
Summary
Rational Service Desk Analyst with 6 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
6
6
years of professional experience
1
1
Certification
Work History
ICT ServiceDesk Analyst
Passenger Rail Agency Of South Africa (PRASA)
Johannesburg
12.2020 - Current
- Resolve caller issues quickly and thoroughly.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Act as first-line contact for internal support request
- Record requests, incidents and their resolution in logs
- Closing all resolved incidents request and other calls
- Track progress of resolution and provide regular updates.
- Walking customer through problem-solving process
- Escalating unresolved incidents to second-line support (Technicians)
- Ensuring that all calls are logged and resolved in accordance with requirements of SLA
- Install printers, VPNs, and applications.
- Perform remote troubleshooting and configure IT issues.
- Create passwords and unlock network accounts.
- TightVNC and Remote-control viewer for remote application
- SAP log-in pad (ERP-production and quality Assurance, ERP-Sandbox GQ3)
- Network troubleshooting (3G-APN, Wi-fi and RJ45 LAN)
- Installing and upgrading anti-virus software to ensure security at user level
- Installing and configuring hardware and software components to ensure usability
- Troubleshoot hardware and software issues.
ICT Service Desk Agent Internship
Passenger Rail Of South Africa (PRASA)
Johannesburg
02.2018 - 11.2020
- Respond to caller concerns promptly and fully.
- Maintained thorough product and service knowledge to provide knowledgeable, correct counsel to customers.
- Managed and expeditiously addressed client grievances to preserve expert connections.
- Serve as initial point of contact for internal support inquiries.
- Keep logs of requests, events, and how they were resolved.
- Closing all other calls and requests for resolved situations
- Monitor resolution's development and give frequent updates.
- Guiding client through process of fixing issue
- Sending unsolved cases to second-line assistance
- Managed over 50 customer calls per day
Education
Bachelor of Science - Accounting And Informatics
University of South Africa
Johannesburg, South AfricaBachelor of Science - Mathematics And Computer Science
University Of Limpopo
Limpopo, South Africa04.2017
Skills
- Analyst Relations
- Computer Hardware Knowledge
- SAP
- Active Directory
- Cisco Phone Configuration
- MS Excel
- Troubleshoot Service Issues
- User Agent
- Star System (Ticket System)
- Thetha Nathi(CA - Logging Of calls)
Certification
- Exchange Server: Administration and Troubleshooting
- Microsoft Azure: Security Best Practices
- Intel she will connect (Computer Literacy)
Timeline
ICT ServiceDesk Analyst
Passenger Rail Agency Of South Africa (PRASA)
12.2020 - Current
ICT Service Desk Agent Internship
Passenger Rail Of South Africa (PRASA)
02.2018 - 11.2020
Bachelor of Science - Accounting And Informatics
University of South Africa
Bachelor of Science - Mathematics And Computer Science
University Of Limpopo
- Exchange Server: Administration and Troubleshooting
- Microsoft Azure: Security Best Practices
- Intel she will connect (Computer Literacy)
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