IT Technical Support at Department of Home Affairs (2024-01 – Present)
Responsible for IT infrastructure management, hardware and software solutions, troubleshooting technical issues, and ICT infrastructure deployment.
- Responsible for IT infrastructure
- Identifying hardware and software solutions
- Troubleshooting technical issues
- Diagnosing and repairing faults
- Resolving network issues
- Installing and configuring hardware and software
- Diagnosing and determining the root of their problem
- Providing timely and accurate feedback
- Following up with log calls to ensure the problem is resolved
- Repairing the necessary parts
- Supporting the roll-out and configuration of ICT infrastructure
- Testing and evaluating new technologies
IT Service Desk Agent at Altron Systems Integration (2023-01 – 2024-12)
Managed IT Service Management system incident logging, documentation, call assignment, escalation, and follow-up activities.
- Log incidents on IT Service Management (ITSM) system from incoming calls and emails
- Ensure that all related documentation is attached to the logged incidents and request
- Manage call assigning and escalation
- Follow up and update all user and engineer activity on the logged calls where applicable
- Testing and evaluating new technologies
IT Operations at Gauteng department of e-Government (2021-01 – 2023-12)
Provided IT support for hardware, software, and system maintenance with focus on ICT standards and information security awareness.
- Support IT team in the maintenance of hardware, software, and other systems
- Run software updates backups when requested
- Troubleshoot issues with equipment like printers, computers, and servers
- Knowledge and understanding of ICT hardware and software standards
- ICT Technical skills, Analytical Skills and problem-solving skills
- Conduct Information Security User awareness and training programs
- Training computer users on network and information security procedures
IT Service Desk Agent at Wesbank (2019-01 – 2020-12)
Provided first line technical support for computer hardware and software issues, managed service desk logging system, and handled user queries and escalations.
- Provide first line assistance and support related to computer, hardware and software
- Log all users request on the Service desk logging system
- Responsible for answering Queries and addressing system and user issues in a timely and Professional manner and escalating to the next level of support
- Monitor daily email notification and service desk request
- Answering and providing telephonic support, assisting users remotely
