Precious Masinga

Provide first-line support for IT incidents and manage problem resolution for head office and store users. Perform Active Directory tasks, manage IT incidents through various channels, and conduct system installations and updates to improve reliability.

Delivered first-line support for IT incidents, ensuring accurate call logging and effective resolution while managing IT support calls and adhering to SLA requirements.

Provided exceptional customer service, resolving issues and identifying new sales opportunities while managing customer relationships through various communication channels.

Assisted in managing the technical support team, overseeing daily activities, complex issue resolution, and ensuring compliance with SLAs and KPIs.

Oversaw team operations, set performance expectations, and handled escalated customer issues while conducting training sessions and analyzing performance reports.

Completed ITIL Foundation certification, gaining foundational knowledge of IT service management best practices.

Obtained a Certification in Lean Six Sigma, emphasizing process improvement and quality management techniques.

Completed a Diploma in IT, focusing on various aspects of information technology and its applications in the industry.

Achieved a Service Desk Analyst (SDA) Certificate, equipping with skills necessary for effective IT service management.

Earned a Diploma in Business Process Outsourcing (BPO), focusing on the principles and practices of outsourcing in business.