Theophany Munashe Samuriwo

Service Desk Agent at Fujitsu Technology Solutions

Delivered first-line technical support to 20-30 global users daily via phone, email, and remote desktop; Troubleshot and resolved 30+ tickets daily across software, hardware, VPN access, mobile data connectivity, and corporate account access on laptops, phones, and tablets; Managed user account requests including password resets and access permissions through Active Directory; Logged, updated, and closed tickets in ServiceNow with troubleshooting steps and customer-facing notes; Coordinated with second-line teams and other departments for complex incidents and change requests; Maintained 95%+ SLA compliance and contributed to high customer satisfaction scores through efficient issue resolution.