Nothando Sithole

Proactive and detail-oriented ICT professional with 6 years of experience coordinating the delivery of ICT services. Expert in managing the full Incident Management lifecycle and Change Advisory Board (CAB) processes to ensure high user satisfaction and minimal service disruption. Proven track record in Asset and License Management, tracking upgrade schedules, and maintaining strict SLA compliance in fast-paced environments.

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.

ND in Information Technology – Mangosuthu University of Technology