Samantha Dyantyi
Helpdesk Operator
Cape Town
Summary
Helpdesk Operator at Reach Digital Health with a proven track record in network troubleshooting and ticketing system expertise. Enhanced team performance through effective training and mentoring, while fostering empathy and patience in user interactions. Achieved faster issue resolutions by implementing prioritized processes, significantly reducing downtime. I worked extensively with Turn and RapidPro to deliver timely and effective feedback to users as part of the Helpdesk support team.
Overview
8
8
years of professional experience
Work History
Helpdesk Operator
Reach Digital Health
12.2017 - 07.2025
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Implemented effective processes to prioritize urgent requests, resulting in faster resolutions for critical issues.
- Communicated complex technical concepts clearly to non-technical users, promoting understanding of solutions provided.
- Analyzed user feedback to identify areas for process improvements and increased efficiency in ticket resolution.
- Mentored new help desk operators, improving their technical skills and enhancing overall team performance.
- Delivered detailed technical reports on recurring issues, identifying trends and opportunities for improvement.
- Maintained accurate records of all help desk interactions, ensuring efficient routing and follow-up on open tickets.
Volunteer
Astronomy Science School for Blind
10.2017 - 11.2017
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Communicated with staff members to stay informed about volunteer opportunities and events.
Education
High School Diploma -
Uxolo High School
Cape Town 04.2001 -
Skills
Empathy and patience
Network troubleshooting
Ticketing system expertise
Training and mentoring
Technical support
Teamwork and collaboration
Multitasking
Professionalism
Timeline
Helpdesk Operator
Reach Digital Health
12.2017 - 07.2025
Volunteer
Astronomy Science School for Blind
10.2017 - 11.2017
High School Diploma -
Uxolo High School
04.2001 -