Ruth Nompumelelo
IT Service Operations professional with 9 years of enterprise IT experience
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About
IT Service Operations professional with 9 years of enterprise IT experience across global legal and media organizations. Currently serving as a Senior Service Desk Analyst with Acting Team Lead responsibilities in a global law firm environment. Demonstrated expertise in Major Incident Management (MIM), global service coordination, and executive stakeholder communication, ensuring service continuity in high-pressure environments.
Strong leadership capability in service desk operations, QA, coaching, onboarding, and performance management.
Experience
Senior Service Desk Analyst at Hogan Lovells (2023-01 – Present)
- Act as Service Desk Manager backup, ensuring continuity of operations, escalation governance, and incident prioritization
- Lead Major Incident Management (MIM), coordinating global technical teams across infrastructure, network, applications, and vendors
- Chair technical bridge calls during critical incidents, driving rapid service restoration
- Deliver executive-level incident communications during major outages and high-impact incidents
- Serve as incident coordinator, ensuring SLA adherence and clear cross-team communication
- Conduct monthly Quality Assurance (QA) reviews, providing performance insights and coaching recommendations
- Identify performance gaps and implement targeted coaching and improvement plans
- Lead onboarding and training for new analysts, including structured induction programs
- Design and maintain SOPs, training materials, and knowledge base content
- Support ServiceNow ITSM processes (incident, request, SLA tracking, reporting validation)
- Drive continuous improvement initiatives (incident reduction, process optimization, knowledge sharing)
- Collaborate with global teams to resolve escalated issues across Microsoft 365, Azure, and Citrix environments
- Ensure compliance with ITIL-aligned service management practices
Service Desk Analyst at Hogan Lovells (2021-01 – 2023-12)
- Delivered 1st and 2nd line support in a global enterprise legal environment
- Supported Microsoft 365 (Exchange, Teams, SharePoint, Outlook)
- Administered Active Directory (accounts, mailboxes, DLs, security groups)
- Managed tickets via ServiceNow ITSM, ensuring SLA compliance
- Supported Citrix Virtual Apps and Desktops for remote users
- Provided global support across multiple time zones
- Escalated complex issues to infrastructure and application teams
- Maintained high levels of customer satisfaction and service delivery standards
1st Line Support Technician at Multichoice Group (2017-01 – 2020-12)
- Delivered remote IT support across multiple African regions in a high-volume environment
- Supported Windows and macOS environments (remote and onsite)
- Provided Mobile Device Management (MDM) support for corporate devices
- Managed Citrix virtual desktop environments
- Administered user accounts, mailboxes, and access controls
- Logged, tracked, and resolved incidents using ITSM tools
- Supported desktops, laptops, and mobile devices
- Maintained SLA compliance while delivering high-quality user support
Education
BSc in Information Technology – Richfield (2025-01)
Matric – Holy Trinity Secondary School (2009-12)
