Kgaugelo Marara

IT Service Desk Analyst

Midrand, RSA.

About

Results-driven IT Service Desk Analyst with a strong foundation in Microsoft 365, Active Directory, and remote support, adept at resolving complex technical issues with precision. Leverages a background in education to deliver exceptional user support, clear communication, and effective instructional guidance, enhancing overall user satisfaction and operational efficiency.

Work

City of Johannesburg

|

IT Service Desk Intern (L1)

Braamfontein, Johannesburg, Gauteng, RSA

→

Summary

Provided critical Level 1 technical support for end-users, ensuring efficient resolution of IT service incidents and maintaining high operational standards.

Highlights

Managed and resolved a high volume of technical service incidents, including Active Directory account resets and initial diagnostics, ensuring seamless user operations.

Provided remote technical assistance to diverse end-users, effectively troubleshooting hardware, printer, and network issues to minimize downtime.

Logged, tracked, and escalated complex IT issues to L2 teams, consistently achieving SLA compliance through diligent ticket management and follow-ups.

Utilized remote support tools and ticketing systems to streamline support processes and maintain comprehensive incident documentation.

PoneloPele Oracle Secondary School

|

Educator Assistant (E-Cadre)

Kaalfontein, Midrand, Gauteng, South Africa

→

Summary

Supported educators and students by managing learning resources and operating classroom technology to foster an optimal educational environment.

Highlights

Facilitated learning by preparing and distributing a wide range of instructional materials and resources, ensuring timely availability for educational activities.

Operated and maintained audiovisual and classroom technology, ensuring seamless integration into lessons and minimizing technical disruptions.

Maintained an organized, safe, and conducive learning environment, consistently adhering to safety standards and optimizing classroom setup.

Education

University of South Africa

Pretoria, Gauteng, South Africa
→
Bachelor of Education Education

Courses

Acquired foundational knowledge in educational theories, curriculum development, and instructional strategies.

Engaged in hands-on teaching experiences and student teaching placements, utilizing classroom management techniques.

Developed skills in educational assessment, technology integration, and fostering inclusive learning environments.

PoneloPele Oracle Secondary School

Kaalfontein, Midrand, Gauteng, South Africa
→
High School Diploma General Studies