Yolanda Ntese
Service Desk Analyst
Cape Town
Summary
Dynamic Service Desk Analyst with a proven track record at CDW, excelling in technical support and escalation management. Enhanced operational efficiency through process improvements and training initiatives. Adept at remote troubleshooting and fostering collaboration across teams, driving service excellence and client satisfaction. Committed to continuous improvement and team development.
Overview
11
11
years of professional experience
Work History
Service Desk Analyst
CDW
07.2024 - Current
- Logging of IT hardware break-fix incidents for multiple clients via ServiceNow.
- Liaising with Account Managers to ensure SLA targets are consistently upheld. Facilitating weekly client meetings to track the onboarding/offboarding of employees and associated device readiness.
- Pulling weekly reports to monitor incident statuses and drive resolutions.
- Performing technical analysis of ticket trends, and proposing process improvements for high-volume clients.
- Facilitating training sessions to cross-skill coworkers, and strengthen team capabilities.
- Upskilling fellow analysts on process updates to maintain standard operating procedure compliance.
- Reviewing and refining client-specific processes to improve efficiency and response times.
- Managing correspondence and coordination between internal teams and external stakeholders.
Technical Support Quality Assurance
Lightspeed
09.2023 - 07.2024
- Conducted call monitoring and quality assessments aligned with QSD guidelines.
- Provided feedback and performance data reports, contributing to agent development and service improvements.
- Collaborated with trainers, SMEs, and operations to align QA initiatives with business objectives.
Help Desk Technician
Redpanda Software
12.2014 - 12.2018
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Provided basic end-user troubleshooting and desktop support.
- Collaborated with cross-functional teams for seamless integration of IT services throughout the company.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
High School Diploma -
Langa High School
Langa, South Africa 04.2001 -
Skills
Technical support
Timeline
Service Desk Analyst
CDW
07.2024 - Current
Technical Support Quality Assurance
Lightspeed
09.2023 - 07.2024
Help Desk Technician
Redpanda Software
12.2014 - 12.2018
High School Diploma -
Langa High School
04.2001 -
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