IT Service Coordinator at Nexor 312 (Pty) Ltd (2023-01 – Present)
Primary liaison between internal business units, external clients and technical teams. Coordinate day-to-day IT service delivery operations and manage the full Incident Management lifecycle and Change Advisory Board processes.
- Act as the primary liaison between internal business units, external clients and technical teams, ensuring all service requests are prioritized and resolved within SLA targets.
- Coordinate day-to-day IT service delivery operations to ensure agreed service levels are met.
- Monitor incidents, service requests, and escalate complex or unresolved issues to higher-level support teams.
- Act as a key liaison between technical teams, vendors, and business stakeholders.
- Track SLAs, KPIs, and performance metrics, prepare regular service reports.
- Support problem management by assisting with root cause analysis and corrective actions.
- Coordinate change management activities, ensuring minimal business disruption.
- Facilitate Change Advisory Board (CAB) meetings and ensure compliance with change management processes.
- Continuously seek ways to improve service delivery, user experience, and operational efficiency.
- Responsible for maintaining software licenses, tracking upgrade schedules, and organizing critical maintenance activities such as system backups.
- Generate regular reports on IT service delivery (daily Ops Report, CAB report, Service Review Monthly report), performance and system/network health for management review.
- Create and update documentation for IT procedures and system changes.
- Ensure Standard Operating Procedures (SOP's) and ITIL processes are being followed.
IT Technician at Regent Business School (2021-12 – 2022-12)
Managed end-to-end lifecycle of incidents, problems, and technical projects. Administered user accounts and provided end-user support.
- Managed the end-to-end lifecycle of incidents, problems, and technical projects.
- Administered User Accounts via Active Directory and managed shared folder permissions to ensure data security.
- Attend to day-to-day end-user support issues.
Service Desk Analyst & Change Coordinator at Business Connexion (2019-02 – 2021-11)
Managed Change Advisory Board processes and incident tracking. Validated change requests and maintained high-volume ticket queues with strict SLA compliance.
- Compiled and presented RFC (Request for Change) reports for CAB meetings; ensured all changes followed strict governance before implementation.
- Validated Normal, Emergency, and Urgent change requests, ensuring UAT and SQS sign-offs were secured to minimize service disruption.
- Managed high-volume ticket queues using ServiceNow and BMC Remedy, maintaining 100% email and phone support standards while ensuring that tickets are being resolved within SLA.
- Act as a point of contact between client MDD and BCX call centre and service providers for service desk-related queries.
- Perform password reset and unlock user Accounts.
- Facilitated daily operations meetings to discuss high-impact calls and service improvement strategies.
- Compile, represent, and provide reports for meeting minutes for daily operations (Discussing daily high-impact calls).
L1 Software Support Analyst (Remote) at Construct education (2021-06 – 2022-01)
Provided global software support and documented system bugs for escalation.
- Provided global software support via Salesforce, documenting reproduction steps for system bugs and escalating complex issues to SIS support.
