Sizwe

Service Desk Analyst with current L1 & L2 experience supporting users through technical incidents and service requests. Experienced in diagnosing and troubleshooting hardware and software issues, access directory management, and customer-facing support.

Previous

Helpdesk experience in banking and strong experience resolving queries, complaints and escalations in high-volume environments. Seeking a Service Desk / 2nd Line Support opportunity where I can contribute strong troubleshooting and user-support skills.

Service Desk Analyst (L1 & L2) at The Foschini Group (TFG) (2025-10 – Present)

• Manage and resolve technical support incidents and service requests.
• Diagnose and troubleshoot hardware and software issues to restore user productivity.
• Perform access directory management in support of user access requirements.
• Provide service desk support with a focus on timely issue resolution and effective user communication.

Senior Administrator / Client Representative at Discovery Health Medical Scheme (2023-07 – 2024-09)

• Managed claims and benefit administration while supporting client queries.
• Resolved enquiries and complaints professionally and efficiently.
• Assisted with billing escalations and complex client issues.

Helpdesk Agent at Capitec Bank (2021-03 – 2022-12)

• Managed and resolved banking incidents and service requests.
• Resolved client queries and complaints in a customer-focused support environment.
• Assisted with transactional fraud investigations and escalated issues where required.

Retentions Consultant at Old Mutual Group Schemes (2016-07 – 2021-02)

• Managed missed-premium recovery and cancellation requests.
• Maintained customer loyalty and satisfaction through effective client engagement.

National Senior Certificate – The Cape Academy of Mathematics, Science & Technology (2013)