Thandiswa Nongabe

Help Desk Support Specialist at UCS Technology Services
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Contact Information
us****@****om
(386) 825-5501
Location
King William’s Town, Eastern Cape, South Africa, ZA
Languages
  • English -
  • Xhosa -

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Credentials

  • MCPS: Microsoft Certified Professional
    Microsoft
    Jul, 2015
    - Nov, 2024

Experience

  • UCS Technology Services
    • South Africa
    • Information Technology & Services
    • 1 - 100 Employee
    • Help Desk Support Specialist
      • Nov 2018 - Present

      • Acknowledging calls on Simplicity • Respond to and resolve incidents and service requests as per SLA • Investigate problems and provide appropriate solutions • Ensures that all interactions with the client and staff are professional / positive and recorded on the logs • Follow up on all outstanding queries with resolving groups and update logs on a regular basis • Ensure all calls have a meaningful detailed root cause and resolution • Taking ownership and responsibility of a log • Driving resolution with the urgency and quality our customers deserve • In Depth Knowledge of Client’s platforms and processes • Escalate where appropriate • Gives good input and detail diagnostics with every call • Works overtime if and when necessary based on severity of calls and Output 2 - Function as part of a team • Assist co-workers readily • Escalate where appropriate • Regular contact with staff, colleagues, management, clients and internal departments. • Building relationships with 3rd party teams • Escalate potential problems to relevant parties • Suggest possible solutions and ideas to relevant parties • Sharing Knowledge • Manage own performance • Coach and mentor 1st line agents • Update and maintain knowledge base • Dolfin POS Show less

  • Vodacom
    • South Africa
    • Telecommunications
    • 700 & Above Employee
    • Service Analyst
      • Mar 2017 - Oct 2018

      • Acknowledging calls on BCM Remedy • Respond to and resolve incidents and service requests as per SLA • Investigate problems and provide appropriate solutions • Ensures that all interactions with the client and staff are professional / positive and recorded on the logs • Follow up on all outstanding queries with resolving groups and update logs on a regular basis • Ensure all calls have a meaningful detailed root cause and resolution • Taking ownership and responsibility of a log • Driving resolution with the urgency and quality our customers deserve • In Depth Knowledge of Client’s platforms and processes • Escalate where appropriate • Gives good input and detail diagnostics with every call • Works overtime if and when necessary based on severity of calls and Output 2 - Function as part of a team • Assist co-workers readily • Escalate where appropriate • Regular contact with staff, colleagues, management, clients and internal departments. • Building relationships with 3rd party teams • Escalate potential problems to relevant parties • Suggest possible solutions and ideas to relevant parties • Sharing Knowledge • Manage own performance • Coach and mentor 1st line agents • Update and maintain knowledge base • ICAP, Siebel, Morpeheus, Eppix, Show less

  • Nexio South Africa
    • South Africa
    • IT Services and IT Consulting
    • 300 - 400 Employee
    • Service Desk Analyst
      • Sep 2015 - Dec 2016

       Provide remote access 1st line support, Reports all Service Desk Requests raised,  Perform basic 1st line Active Directory Support (Accounts creations, unlocks, remove and add  users and pc’s to domain and password resets)  Timely Answering of phone request in Service desk  Recording of requests in service desk applications  Troubleshooting, installing, maintaining and supporting a wide range of Remedy IT systems, typically for 10-500 users.  Solving problems within strict SLA timeframes  Work on cases remotely via phone, email and Internet  Hardware, software, desktop, network and infrastructure support Show less

  • Mngqesga Primary School
    • Eastern Cape
    • Administrative Clerk( Voluntary)
      • Jan 2014 - Sep 2015

      • Effective administration of principal office and the reception are • Teaching learners computer skills • Filling of documents and recording keeping • Data capturing • Drawing up class list • Taking minutes in meetings • Provision of support • Administration of personal related matters • Provided learner support • Provide support during examination • Administration of transportation • Provision of first Aid • Teaching Computer skills • Effective administration of principal office and the reception are • Teaching learners computer skills • Filling of documents and recording keeping • Data capturing • Drawing up class list • Taking minutes in meetings • Provision of support • Administration of personal related matters • Provided learner support • Provide support during examination • Administration of transportation • Provision of first Aid • Teaching Computer skills

  • City of Cape Town
    • South Africa
    • Government Administration
    • 700 & Above Employee
    • IT Technician( Inservcie Training)
      • Nov 2012 - Feb 2013

       Attending to IT helpdesk telephonic, email and walk in queries from staff and students (logging, solving and closing the queries),  Manage stock of all IT stationery e.g. printers, toners, cartridges, etc  Handling and filling of computer consumable and invoices.  Preparing equipment to be sent for repairs,  Support and assist with administering the Library,  Attending to daily support challenges including rendering desktop support, troubleshooting, commissioning of new Lab machines,  Facilitating the roll out and updating student’s images on the Lab machines, Troubleshooting internet and network software problems,  Supporting wireless access and setting up students laptops,  Preparing IT logistics in the training room by setting up of computers and projectors  Maintain assets register,  Monitoring and troubleshooting Nashua devices,  Writing reports and attending to staff desktop problems,  Reporting the details and documenting the faults Show less

Education

  • BroadBandi Collage
    MCSE, Inforation Technology
    2014 - 2014
  • Bytes peopel solution
    Certificate, System, Networking, and LAN/WAN Management/Manager
    2012 - 2013
  • Damelin
    PC Engineering and MCITP, Information Technology
    2008 - 2010

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