Zothile Ntshangase
ServiceDesk Technician Level 2
Randburg
Summary
Troubleshooting technical issues and addressing customer support requests to ensure seamless user experiences. Skilled professional with a strong background in IT support, adept at handling complex technical problems and providing effective solutions. Demonstrated ability to collaborate within teams, adapt to changing requirements, and consistently achieve desired outcomes. Expertise includes troubleshooting, system administration, and customer service, combined with a reliable and adaptable approach to ever-evolving challenges.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
Work History
Information Technology Service Desk Technician Level 2
Ianet Group/ Surf4life
08.2024 - Current
- Provide tier-2 support to end users for hardware and software issues
- Diagnose and resolve technical problems related to desktops, laptops, printers, peripherals, and network systems
- Escalate unresolved issues to senior technicians or IT management
- Install, configure, and upgrade operating systems, software applications, and hardware
- Set up and configure new workstations, network devices, and mobile devices for employees
- Ensure the timely installation and configuration of software and system updates
- Assist with the configuration and maintenance of local area networks (LANs), wide area networks (WANs), and wireless networks
- Troubleshoot network connectivity issues and perform routine network maintenance
- Support network security measures and ensure systems are protected from unauthorized access
- Perform regular system and network backups to ensure data security
- Monitor network performance and perform diagnostics to prevent downtime
- Maintain an inventory of IT assets (hardware, software, etc.)
- Maintain detailed records of technical issues, troubleshooting steps, and resolutions
- Update knowledge base articles and documentation for future reference
- Provide reports on IT system performance and common technical issues
- Offer training and assistance to end-users on software applications, system use, and basic troubleshooting
- Provide timely responses to helpdesk requests, ensuring minimal disruption to business operations
- Implement IT security policies, including data encryption and anti-virus measures
- Assist with compliance tasks related to data protection regulations and industry standards
- Collaborate with other IT staff, teams, and departments to resolve complex issues
- Participate in on-call rotation, providing after-hours support as needed
Customer Service Representative
Startek/PSI
07.2023 - 12.2023
- Assisted customers with product inquiries, order processing, and issue resolution in a timely and professional manner
- Developed and maintained positive relationships with customers through active listening, empathy, and effective communication
- Collaborated with cross-functional teams to expedite resolutions for escalating customer concerns and ensure customer satisfaction
- Proactively identified opportunities to improve processes and enhance overall customer experience
- Articulated product knowledge and responded to inquiries, effectively engaging potential customers and recommending additional products or services
- Meticulously maintained up-to-date client records, ensuring accuracy and reliability
- Provided exceptional customer support, resolving inquiries and concerns through efficient communication channels while consistently meeting or exceeding customer satisfaction goals
- Recorded pertinent account information to successfully establish new customer accounts
Sales Promoter
Iletha Sunninghill
08.2022 - 12.2022
- Successfully promoted and demonstrated product features to potential customers at various events and trade shows, resulting in a 20% increase in sales revenue
- Developed and implemented creative marketing strategies to attract new customers and drive foot traffic to retail locations
- Collaborated with sales team to identify target demographic and tailor promotional efforts to effectively reach and engage with key consumer groups
- Conducted product training sessions for store staff to ensure they were knowledgeable and equipped
Sales Promoter
Brand Support Marketing
11.2018 - 06.2019
- Sold a variety of insurance products, including Vehicle Protection Plans, Home Loan Protection Plans, and Funeral Policies
- Consistently met sales targets and provided exceptional customer service
- Maintained strong relationships with clients to foster loyalty and referrals
- Led team activities, including tracking statistics, managing compliance, and assisting with training
- Acted as a representative on the fun committee, contributing to a positive work environment
Education
National senior certificate -
Hoerskool Secunda
Secunda, MPUMALANGA 01.2010 - 12.2014
INFORMATION TECHNOLOGY IN SUPPORT SERVICES |N5 - undefined
ROSEBANK COLLEGE
PRETORIA, SOUTH AFRICA 02.2020 - 11.2021
Professional Certification in Network basics -
Cisco Network Academy
GAUTENG, SOUTH AFRICA 12.2024 - 01.2025
Certification in Python Essentials 1 - undefined
Cisco Network academy /Python institute
GAUTENG, SOUTH AFRICASkills
Remote support
Ticketing system
Network connectivity
Incident management
Hardware support
LAN/WAN
Security protocols
End-user training
System administration
ITIL framework
Operating systems
Customer service
Desktop support
Service support
Technical troubleshooting
Network diagnostics
Personal Information
- Date of Birth: 05/31/96
- Driving License: Code C1
Timeline
Professional Certification in Network basics -
Cisco Network Academy
12.2024 - 01.2025
Information Technology Service Desk Technician Level 2
Ianet Group/ Surf4life
08.2024 - Current
Customer Service Representative
Startek/PSI
07.2023 - 12.2023
Sales Promoter
Iletha Sunninghill
08.2022 - 12.2022
INFORMATION TECHNOLOGY IN SUPPORT SERVICES |N5 - undefined
ROSEBANK COLLEGE
02.2020 - 11.2021
Sales Promoter
Brand Support Marketing
11.2018 - 06.2019
National senior certificate -
Hoerskool Secunda
01.2010 - 12.2014
Certification in Python Essentials 1 - undefined
Cisco Network academy /Python institute
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