Supervisor: ICT Service Desk at Financial Intelligence Centre (2012-10 – Present)
- Lead, mentor, and develop a team of service desk professionals, ensuring they are well-equipped to handle IT support requests efficiently and professionally.
- Oversee the resolution of technical issues and service requests, ensuring all incidents and requests are tracked, escalated when necessary, and resolved within service level agreements (SLAs).
- Continuously improve service desk processes, workflows, and procedures to ensure timely resolution of issues, reduce downtime, and enhance user satisfaction.
- Act as the point of escalation for complex or unresolved issues, coordinating with other IT teams (network, server, security, application support) to resolve more complex technical problems.
- Monitor and enforce adherence to SLAs for incident response and resolution, ensuring the service desk meets the agreed-upon performance targets.
- Track service desk performance metrics (ticket resolution time, user satisfaction) and prepare regular reports for senior management to evaluate service desk efficiency and identify areas for improvement.
- Work closely with other IT teams (network, infrastructure, application support, etc.) to resolve technical issues, improve internal processes, and contribute to long-term IT strategy.
- Implement and manage problem management processes to identify and address the root causes of recurring issues, minimizing future disruptions.
- Assist with budget planning for service desk operations, ensuring resources (staffing, software, hardware) are aligned with organizational needs and are used efficiently.
- Foster a customer-focused culture within the service desk team to ensure all employees receive exceptional support in a professional and friendly manner.
- Time keeping, adherence to rules, policies and procedures.
- Workforce management to ensure adequate staffing during support hours.
- Monthly one-on-one performance review with staff with a focus on performance improvements.
- Formal performance reviews bi-annual.
- Identify training needs to equip staff to provide efficient support.
- Support service Personal Development Plans.
- Coaching and mentoring.
Team Leader: IT Helpdesk at Metropolitan Health Group (2012-01 – 2012-09)
- Supervise the 1st line Helpdesk agents and 2nd line technicians.
- Manage the Helpdesk following the ITIL framework.
- Align technological requirements to the needs of business, suppliers, internal customers and third parties.
- Managing third parties and the work outsourced.
- Managing of telephony management and Incident Management systems.
- Time keeping, adherence to rules, policies and procedures.
- Provide technical support for infrastructure and systems.
- Provide leadership and support to technical team members.
- Provide technical support to Executives (eg Audio Visual Conference Room, Tablets, Mobile devices, IT Systems installations).
- Maximizing team productivity.
- Investigation of issues and complaints.
- Daily, weekly, monthly and quarterly reports.
- Development of KPA's and PDP's for agents in conjunction with Service Delivery Management.
- Ensuring service delivery to the business through monitoring of SLAs.
- Staff scheduling in accordance with business requirements.
- Checking phone logs.
- Managing and guiding the team to enable optimal service delivery.
- Management of escalated incidents and communication with related teams, business and external vendors.
- Coach and mentor team members.
- Conduct performance appraisals.
- Chair weekly team members meeting and provide feedback on operational functional matters.
- Project Management.
- Manage team members availability for consistent service delivery.
- Use Incident management system for tracking and managing user reported problems and requests.
IT Service Coordinator at Momentum (2008-11 – 2011-12)
- Supervision of Service Desk agents with regards to daily performance.
- Managing of telephony management and Incident Management systems.
- Time keeping, adherence to rules, policies and procedures.
- Escalation management.
- Investigation of issues and complaints.
- Development and modification of policies and procedures pertaining to handling of calls.
- Implement and monitor processes to enhance efficiency and effectiveness of service delivery.
- Maintaining the set SLA with clients, vendors and partners.
- Daily, weekly, monthly and quarterly reports.
- Development of KPA's and PDP's for agents in conjunction with Service Delivery Management.
- Attendance at client and management meetings when appropriate.
- Creating shift rosters.
- Checking phone logs.
- Work scheduling.
- Leave scheduling.
- Manage team members availability for consistence service delivery.
- Conduct performance reviews.
- Coach and mentor team members.
- Compile individual daily performance reports for quality improvement.
- Chair weekly team members meeting and provide feedback on operational functional matters.
- Assist in Business Continuity Planning and Disaster Recovery simulation activities.
IT Desktop Technician at Momentum (2006-12 – 2008-10)
- Installation, configuration, upgrade and support of end user computer hardware, software and peripheral devices.
- Respond to, and resolve end user desktop support requests and incidents.
- Document incident status and resolution information on the incident management system.
- Provide technical support to end users and team members.
- Implementation of proper operational processes.
- Implement & enforce IT/business policies and procedures.
- Set up e-mail and logging accounts on Active Directory.
- Reset passwords Active Directory.
- Allocate rights to end-users on networks resources.
IT Technician at Special Investigating Unit (2004-09 – 2006-11)
- Helpdesk / Remote Support.
- Installation and support of Microsoft Operating Systems (Windows 2000, XP) and MS Office suite (Office XP, 2003).
- Configure local and network printers, scanners and photocopiers.
- Schedule and perform maintenance on computer equipments.
- Install new software and software upgrades.
- Determine compliance of hardware with standard software.
- Identify non-compliance, advise customer on possibilities and recommend suitable action.
- Advise users in the usage of software/standard practices.
- Troubleshoot and solve software problems.
- Assemble Pc's and install pc's.
- Do first line technical diagnosis, repair/replace up to board level.
- Install new equipment as per installation.
- Identify, analyze and solve hardware problems.
- Advise end-users in correct usage.
- Determine feasibility of relocation requests and relocate.
- Upgrade hardware; check the compatibility with current hardware.
- Monitor the stability and reliability of upgraded hardware.
- Determine root cause of recurring problems and take corrective actions.
- Ensure that standard hardware is installed. Identify non-compliance and take corrective action.
- First line support for printing, scanning photocopying issues.
- Install and update virus protection software.
- Remove viruses from virus infected media.
- Identify problems, do root cause analyses and recommend corrective actions.
- Check that latest software, patches, and signatures are utilized.
- Maintain virus encountered register.
- Set up e-mail and logging accounts.
- Allocate rights to end-users on networks resources.
- Do cabling (Network cables, Network points, Telephone points and Fax lines).
- Activate and deactivate UTP points.
- Make straight and crossover cables.
- Identify, examine network problems and implement solution.
Desktop Engineer at MIT Services (Eskom Kendal and Kriel Power Station) (2002-10 – 2004-09)
System Analyst at Arivia.kom (2001-10 – 2002-09)
