Thandokazi Ndlovu

1st Line Support Supervisor

• Delegating Duties to the Support agents
• First point of escalation and providing feedback to clients Involved in Customer experience strategies
• Generating reports to give feedback on the operations of the support desk

Service Desk Analyst

• 05 August 2019 - Present
• 15 January 2015 - 05 August 2019
• Providing telephonic and remote support that will aid in the timeous resolution of incidents
• Providing excellent customer service, prompt first line responses and being responsive to the users needs and issues.
• Logging and managing incidents with internal and 3rd tier support teams

1st line Service Desk Agent

Providing 1st line support to end users over the phone Providing remote 1st line support to end users

Escalating incidents to 2and line support

Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.

Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.

• Answered multi-line phone system and enthusiastically greeted callers.
• Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
• Managed executive calendars, scheduling appointments and meetings to optimize time management.
• Maintained electronic filing systems and categorized documents.
• Entered data into system and updated customer contacts with information to keep records current.