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Anah Mofokeng

@anahmofokeng

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Dedicated Service Desk Analyst with a focus on customer satisfaction.

South Africa

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What I'm looking for

I am looking for a role that values customer service and offers opportunities for professional growth.

I am a dedicated Service Desk Analyst with 2 years of experience providing first-line IT support in fast-paced environments. My expertise lies in troubleshooting hardware, software, and network issues, always with a strong emphasis on customer satisfaction and efficiency. I am proficient in using ITSM tools, managing service requests, and maintaining SLA compliance.

Throughout my career, I have demonstrated a proven ability to communicate technical concepts to non-technical users, contributing to continuous service improvement initiatives. I have worked with various organizations, including the Public Investment Corporation and Isiphethu Water Services, where I provided technical support to over 200 end users, ensuring their IT operations ran smoothly. My commitment to delivering quality service has consistently resulted in high levels of customer satisfaction.

Experience

Work history, roles, and key accomplishments

IT Support Technician

Isiphethu Water Services

Mar 2020 - Present (5 years 4 months)

Supported day-to-day IT operations for over 200 end-users across multiple locations, setting up and maintaining desktops, laptops, printers, and peripherals. Assisted with onboarding/offboarding processes, including equipment setup and access provisioning, and participated in IT projects such as system upgrades and migrations.

IT Support User Support

ICT Service Desk and Support Intern

Government Printing Works

Apr 2017 - Present (8 years 3 months)

Assisted in setting up new workstations and installing software for new employees, providing remote desktop support to troubleshoot minor software issues. Reset passwords and updated permissions in Active Directory, logging incidents in Service Manager and achieving a 90% first-time resolution rate.

Active Directory Service Manager Technical Support Installation

Service Desk Analyst

Public Investment Corporation

Provided first-line technical support to internal users via phone, email, and ticketing systems, resolving issues related to hardware, software, networking, and user access. Logged, prioritized, and escalated incidents and requests per SLA guidelines, administering Active Directory accounts and permissions.

Incident Management Active Directory SLA Management Ticketing Systems

Education

Degrees, certifications, and relevant coursework

CTI Education Group

Degree, Computer Systems

Completed a comprehensive program focusing on computer systems. Gained foundational knowledge in various aspects of IT infrastructure and operations.

CTI Education Group

Diploma, Information Technology

Obtained a diploma in Information Technology, covering essential IT concepts and practical skills. Developed a strong understanding of IT principles and applications.