Service Desk
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Name is Ester Hlungwani. Have a B-tech in IT: Business Applications and Diploma in Computer Systems Engineering and Project Management Certificate. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies. Engaged in User support interactions via telephone, chat and email platforms.
User customer service concerns and decided when to escalate problems to specialist team members. Entered service tickets into incident tracking system to facilitate faster problem identification and resolution. Answered customer telephone calls promptly and appropriately handled needs.
Logging, tracking, escalating, communicating, and closing critical alerts and incidents. Provide data on components or service trends that can be used to optimism the performance of IT services. Perform trends analysis on events received.
Logging, tracking, escalating, communicating, and closing of incidents and Service requests. Incident's detection and recording, initial user support, investigation and diagnosis, resolution and recovery of service, incident closure, incident ownership, monitoring and communication. Prioritization of calls or speedy response on urgent matters.
Aid by trouble shooting users problems. Utilize ICT knowledge base to help Users step by step. Monitor incidents/request according to priority.
Base/ Library. Ensure that information captured from the 2nd line is relevant to call/ problems logged. Manage the integrity of information captured. Constantly update of the knowledge database. Maintain a Knowledge Library of incidents resolved. Generate regular reports on alerts and incidents reported and documented solutions developed. Reporting on calls logged to measure oneself. Reporting on service provided by external service providers to aid in management of SLA
B-tech: IT Business Application……………………..Tshwane University of Technology…………2014
Diploma: Computer Systems Engineering……..University of Johannesburg……………………2009
Certificate: Project Management……………………..UNISA……………………………………………………….2010
