Nwabisa Nokwe

Experienced IT Desktop Support Officer with over 11 years of professional experience delivering high-quality technical support, IT service management, and end-user assistance across multi-country environments. Proven ability to support over 500 users, troubleshoot complex technical issues, manage IT assets, and maintain critical business systems. Skilled in Microsoft 365, Azure Active Directory, ServiceNow, Zoho Desk, desktop administration, and user support.

Recognized for excellent customer service, strong leadership capabilities, and the ability to build productive relationships with stakeholders across diverse geographical locations.

Desktop Support Officer - mothers2mothers (m2m) - Cape Town

(2019-02 - 2026-01)

• Delivered IT support services to employees located at Head Office and across more than 10 country offices.
• Supported over 500 users with hardware, software, networking, and system-related issues.
• Administered Microsoft 365 environments, user accounts, permissions, and access management.
• Managed Azure Active Directory and Active Directory user administration.
• Utilized ServiceNow and Zoho Desk to log, track, and resolve support incidents.
• Installed, configured, upgraded, and maintained desktops, laptops, printers, mobile devices, and peripheral equipment.
• Provided remote troubleshooting and technical assistance across multiple geographic locations.
• Assisted with onboarding and offboarding processes, including account creation, device provisioning, and access control.
• Maintained IT asset inventories and lifecycle management processes.
• Collaborated with vendors and internal stakeholders to resolve escalated technical issues.
• Developed and maintained technical documentation and support procedures.
• Successfully supported more than 500 users across 10+ countries.
• Consistently delivered timely resolution of support requests, contributing to improved user productivity and satisfaction.
• Supported organization-wide technology deployments and upgrades.
• Enhanced operational efficiency through proactive troubleshooting and system maintenance.
• Played a key role in ensuring business continuity by maintaining stable and reliable IT services across international offices.

IT Support Agent - Not specified - Cape Town, South Africa

(2017-01 - 2019-12)

• Provided first-line technical support to internal users.
• Logged and managed incidents through helpdesk systems.
• Diagnosed and resolved desktop, application, hardware, and network issues.
• Installed and configured operating systems, software applications, and peripheral devices.
• Assisted users with Microsoft Office and Windows operating system support.
• Escalated complex technical issues where required.
• Maintained excellent customer service standards while meeting service delivery targets.
• Delivered reliable support services while maintaining high levels of customer satisfaction.
• Reduced user downtime through effective troubleshooting and incident resolution.
• Assisted in maintaining stable IT operations and service delivery.

National Diploma in Information Technology - Information Technology - Cape Peninsula University of Technology (CPUT)

BTech - Information and Technology Management - Cape Peninsula University of Technology (CPUT)