Thandeka Dlamini
Desktop Support Technician
CapeTown
Summary
I am an enthusiastic and dedicated IT professional with a Diploma in Information technology and experience in IT Support and service desk roles. My Strengths lie in user account management , troubleshooting, and customer service. I'm skilled at working with tools as Active directory , office 365 , Microsoft Azure , and Citrix. I'm driven by my commitment to user satisfaction and technical excellence. My ability to communicate effectively work collaboratively allows me to thrive in fast-paced environments.
Overview
3
3
years of professional experience
Work History
IT Service Desk Agent/End User Computing
APEX GROUP
Cape Town
10.2023 - Current
- Managed user access through Active Directory, handling account information, password resets, account lockouts, and user information changes.
- Offered remote support via Teams or other available applications to clients.
- Managed additions and removals of employees from email distribution lists.
- Logged tickets/incidents, provided updates using Service Now, closed incidents upon resolution, and followed up on all opened tickets.
- Managed employees, clients, and international user accounts, ensuring effective user access management.
- Identified root causes of problems and offered support through strong analytical skills.
- Implemented solutions and escalated issues for level 2 support, ensuring timely resolutions.
- Demonstrated excellent proficiency with Office Suite and Office 365 Suite.
- Addressed user faults, PC problems, application issues, email problems, and provided VPN/network assistance.
- Assisted a wide range of Maitland International employees with various IT-related issues.
- Provided Citrix support, managed Citrix downloads/upgrades, and supported Multifactor Authentication using Microsoft Azure.
- Prioritized end-user satisfaction, taking the time to explain issues and fixes thoroughly.
Customer Service Agent
ISON BPO
Durban
03.2022 - 03.2023
- Updating customers personal details on the system
- Reconnecting disconnected DSTV packages
- Maintained updated DSTV product and service knowledge
- Utilized troubleshooting skills effectively address and resolve technical issues experienced by customers.
- Managed approximately 50 incoming calls and emails per day from customers.
Education
Diploma - Information Technology
Mangosuthu University of Technology
Durban, South Africa11-2022
Skills
- Active Directory & User Account Management
- Microsoft Azure & Office 365 Administration
- IT Support & Desktop Support
- FortiClient VPN
- ITIL Knowledge
- Service Now & Cherwell Ticketing Systems
- Customer service Excellence
- Networking and Citrix support
Timeline
IT Service Desk Agent/End User Computing
APEX GROUP
10.2023 - Current
Customer Service Agent
ISON BPO
03.2022 - 03.2023
Diploma - Information Technology
Mangosuthu University of Technology
Similar Profiles
Ahsan ZaheerAhsan Zaheer
Assistant Account Officer at Apex GroupAssistant Account Officer at Apex Group
Priya DuttaPriya Dutta
Senior FP&A Analyst - Global Revenue at Apex GroupSenior FP&A Analyst - Global Revenue at Apex Group
Marketa StranskaMarketa Stranska
Regional Head of Corporate Solutions Benelux at Apex GroupRegional Head of Corporate Solutions Benelux at Apex Group
JOHN TREVOR KOFIJOHN TREVOR KOFI
Bus Host at Sebata luxury ChartersBus Host at Sebata luxury Charters
Roslin SimonsRoslin Simons
Cashier at ShopRite BluedownsCashier at ShopRite Bluedowns