Lee
Mid-Level Service Desk Analyst
Open to offersNew to PlatformAbout
Lee K. is a seasoned Senior Service Desk Analyst (L2) based in Goodwood, Cape Town, proficient in supporting end-users and ensuring seamless IT operations. At Acacium Group since March 2025, Lee provides first and second-line technical support, expertly troubleshooting software, hardware, and peripheral issues within Windows environments. Key accomplishments include deploying applications with Microsoft Intune, configuring laptops and desktops, and maintaining access and synchronization using Azure Active Directory and OneDrive. Formerly, as a Service Desk Analyst at Kocho, Lee honed skills in Active Directory management and VPN troubleshooting. Prior roles at Computacenter and Merchants added depth in managing Microsoft 365 applications, and internet connectivity issues, rounding out Lee’s extensive toolkit with practical, real-world experience. With ongoing certification pursuits such as CompTIA A+, Network+, and CCNA, Lee continues to expand a robust technical foundation.
Experience
Senior Service Desk Analyst (L2)
Acacium Group · 2025 — PresentDelivered 1st and 2nd line support to end-users both in-person and remotely. Addressed software, hardware, and peripheral issues in Windows environments. Managed user access creation through Active Directory and Azure Active Directory. Deployed applications using Microsoft Intune and configured laptops and desktops for users. Conducted IT onboarding for new employees and supported issues relating to Cloudflare performance. Diagnosed Virtual Desktop problems and provided assistance for the Genesys calling system. Engaged with Azure, Microsoft Admin Center, Exchange, SharePoint, Teams Admin, Endpoint Manager, and Intune. Oversaw virtual hosts management with Nerdio and facilitated OneDrive access and licensing for Microsoft 365. Managed network drives and performed Active Directory clean-up, troubleshooting WIFI connectivity, and updating software and drivers. Maintained an asset management log.Service Desk Analyst
Kocho · 2023 — 2025Supplied technical support for various hardware and software systems. Diagnosed and resolved laptop-related hardware and software challenges. Assisted users with MFA setup and troubleshooting of VPN issues. Created user accounts in Active Directory and managed them via Exchange Admin Center. Managed licensing and security groups while ensuring compliance through Intune Admin. Collaborated with ISPs and third-party vendors while monitoring infrastructure using N-able. Conducted server maintenance tasks including disk cleanups and updates, while overseeing antivirus management with Microsoft Defender. Utilized Mimecast for email security filtering and maintained server health through Azure. Provided remote desktop assistance and Outlook troubleshooting.Service Desk Analyst (L1)
Computacenter · 2020 — 2023Provided first-line IT support and handled incident management while logging, resolving, and escalating support tickets. Addressed issues related to Microsoft Office 365 and Windows OS. Solved Outlook/email complications including OST recreation and managed user accounts, passwords, and access. Installed and troubleshot both local and network printers, along with assisting users with VPN support and remote accessibility. Supported configuration of iPads and iPhones, diagnosed slow system performance, and recovered lost data.Technical Support Agent – ISP Support
Merchants · 2018 — 2020Resolved internet connectivity and speed-related issues. Configured and provided support for modems and VoIP services and set up and troubleshot email services. Logged and monitored line faults while delivering remote desktop support. Updated SSIDs, Wi-Fi passwords, and client profiles and processed hardware replacements and returns.IT Technician / Sales Assistant
Cellular Addicts · 2016 — 2017Conducted computer diagnostics and repairs. Installed operating systems and application software while engaging in the sale of computers and hardware components. Managed laptop buy-ins and online advertisements, providing customer support both in-person and via telephone.
Skills & Expertise
Education
- IT Certificate A+Boston College · 2015 — Present
- IT DiplomaDamelin College