Summary
Overview
Work History
Education
Skills
Timeline
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Yolanda Vos

IT Service Desk Lead
Cape Town

Summary

IT Service Desk Lead | Senior Desktop Support Engineer
Proactive and technically adept IT professional with 7+ years of experience in end-user support, asset management, and incident resolution. Proven ability to lead high-performance teams, streamline helpdesk operations, and resolve complex technical issues efficiently. Strong communicator with a focus on continuous service improvement, documentation, and end-user satisfaction.

Overview

7
7
years of professional experience
3
3
Languages

Work History

Senior Desktop Support Engineer

Payfast
Cape Town
07.2024 - Current
  • Streamline helpdesk operations by prioritizing and assigning incoming tickets based on urgency, impact, and priority, ensuring timely and effective resolution.
  • Achieved a 40% improvement in IT helpdesk SLA adherence through process optimization and proactive ticket management.
  • Deliver seamless on-site and remote support for enhanced user experience.
  • Resolve software vulnerabilities, improving the security and stability of the technical environment.
  • Develop and maintain comprehensive knowledge base articles to enhance team efficiency and user self-service capabilities.
  • Ensure accurate and efficient hardware inventory management, maintaining optimal availability and organization.
  • Procure assets and consumables in alignment with business needs and operational requirements.
  • Contribute to, and support, ad-hoc or cross-functional projects.

EUS Technician III

Alorica
Cape Town
08.2023 - 06.2024
  • Delivered high-level technical support to enhance productivity and efficiency for executive and internal users.
  • Proactively addressed and resolve hardware and software issues, ensuring minimal disruption to operations.
  • Trained and mentored new technicians on standard operating procedures, ensuring consistency across the team.
  • Conducted regular technical audits to ensure system reliability and compliance, driving continuous improvement.
  • Ensured up-to-date system performance and security by deploying timely software updates, security patches, and system enhancements using SCCM.
  • Oversaw hardware inventory management, ensuring accuracy and availability through an asset management tool.
  • Created and maintained documentation of the technical environment in SharePoint, facilitating streamlined operations, and informed decision-making.

IT Technician

Deloitte
Cape Town
08.2019 - 07.2023
  • Provided on-site walk-in support and remote end-user support.
  • Compiled and accurately entered incident data for each customer encounter to record on ServiceNow, and maintained a 98% SLA.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Imaged and prepared new computers or mobile devices for integration into the company networks and systems.
  • Facilitated IT onboarding for new users.
  • Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
  • Involved in regular, in-depth usability testing on Windows, Android, and iOS mobile devices.
  • Liaised with the third parties to resolve hardware incidents.
  • Managed quality and deadlines by working closely with third parties and staff to maintain adherence to ad-hoc project requirements.

Support Technician

B-Logic
Cape Town
03.2018 - 06.2019
  • Provided Tier 1 IT support to non-technical external users through remote desktop support tools.
  • Provided on-site support to internal users.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, and creating welcoming, positive experiences.
  • Created help desk tickets, troubleshot, and resolved desktop issues.
  • Exceeded goals through effective task prioritization and a great work ethic.
  • Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users.
  • Actively listened to customers, handled concerns quickly, and escalated major issues to the Team Lead.

Education

National Diploma - IT - Support Services

Nelson Mandela University
Gqeberha, South Africa
04.2014

Skills

Microsoft Office 365

Microsoft Windows 10/11

Microsoft Intune

Asset Management

Active Directory

Service Now

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Timeline

Senior Desktop Support Engineer

Payfast
07.2024 - Current

EUS Technician III

Alorica
08.2023 - 06.2024

IT Technician

Deloitte
08.2019 - 07.2023

Support Technician

B-Logic
03.2018 - 06.2019

National Diploma - IT - Support Services

Nelson Mandela University

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Yolanda VosIT Service Desk Lead