Avela Ntsukanazo
Cape Town
Summary
Service desk analyst with extensive experience in 24/7 support environments, providing effective technical assistance for hardware, software, and network issues. Expertise in troubleshooting, incident management, and user support, with a commitment to minimizing downtime and ensuring service continuity. Proficient in managing high-pressure situations and prioritizing tasks while delivering clear communication to both technical and non-technical users.
Overview
5
5
years of professional experience
Work History
IT Service Desk Engineer
Computacenter
Cape Town, South Africa
09.2024 - Current
• Provide enterprise-level support for SaaS platforms and authentication systems
• Troubleshoot browser-based and cloud applications
• Investigate access and permission issues
• Document findings and escalate complex incidents
• Maintain SLA compliance in high-volume environment
Technical Support Agent
Merchants SA
Cape Town, South Africa
05.2021 - 03.2024
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Education
Udemy
Skills
Microsoft 365
Active Directory
PowerApps / Power BI
ServiceNow
Windows 10/11
iOS Support
Chrome / Edge Troubleshooting
Networking Fundamentals
Authentication & Access Control
Timeline
IT Service Desk Engineer
Computacenter
09.2024 - Current
Technical Support Agent
Merchants SA
05.2021 - 03.2024
Udemy