Kevin Mogane
IT Service Desk Consultant
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About
Experienced IT Helpdesk and Service Desk Consultant with over 10 years of experience providing technical support in call centre and enterprise environments. Skilled in troubleshooting hardware, software, and network issues, logging and managing tickets, and delivering first-line resolution. Proven ability to support large user bases, liaise with technical teams, and ensure high system uptime. Certified in A+ and Network+ with strong customer service and communication skills.
Experience
IT Service Desk Consultant - Gauteng Department: Office of the Premier
(2011-02 - 2020-12)
- Provided first-line IT support to government employees
- Logged and managed incidents using ticketing systems
- Resolved technical issues remotely (hardware/software/network)
- Escalated complex issues to field technicians
- Maintained high first-call resolution rates
- Assisted users with system access, email, and general IT queries
Senior Customer Support Consultant - Cash Connect Management
(2010-02 - 2010-09)
- Coordinated technician dispatch for SMART safe systems
- Provided telephonic technical support
- Monitored system uptime across regions
- Liaised with internal teams and service providers
- Managed incident resolution and escalations
Customer Support Consultant - Xlink Communications
(2009-08 - 2010-02)
- Delivered remote technical support for communication systems
- Diagnosed and resolved connectivity issues
- Assisted customers with system errors and troubleshooting
Education
A+ Certification; Network+ Certification - CompTIA (2018 - 2019)
Grade 12 - Midrand Hoërskool (2001)
