Zilungile Chafuza
Service Desk Coordinator at Dimension Data
Software Engineering at ALX
South Africa
Hi, I'm Zilungile Chafuza!
Service Desk Coordinator at Dimension Data
I bring over 5 years of technical support experience, specializing in exceptional customer service and efficient incident resolution. As a Service Desk Coordinator, I’ve honed my skills in ticket management, collaboration, and process improvement. I’m eager to contribute my expertise in troubleshooting and customer communication to your team, ensuring enhanced service delivery and support system effectiveness.
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Experience
Dimension Data
Service Desk Coordinator
March 2021 - Present
Efficiently received, logged, validated, and diagnosed client requests across the full range of products and services, adhering to agreed service level agreements. Utilised MS product and process knowledge to respond to tickets with discretion, achieving a first call resolution rate of 85% by following standard operating procedures and work instructions. Provided timely updates to clients on pending requests or tickets, ensuring a response time within 24 hours for 95% of inquiries. Generated breach and ageing reports for tickets opened by the service desk, identifying 5 key areas for process improvement.
Bdem
Administrative Virtual Assistance
September 2023 - October 2023
Accurately entered and maintained data for over 1,000 records per week, ensuring accuracy rate. Handled an average of 200+ emails daily, prioritizing and responding to inquiries within 24 hours. Performed clerical duties such as filing, scanning, and copying documents, maintaining an organized system for easy retrieval.
WNS
Technical Support Specialist
July 2018 - February 2021
Responsible for diagnosing & resolving hardware, software and End-user problems. Logging and escalating unresolved customer incidents to relevant departments. Data capturing and validation of end-user. Emails configuration. Communicating with third party Open Serve technician.
Education

Software Engineering
ALX
Graduating in 2024
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