Anwell Jansen

Experience

• 

  Metropolitan

  Feb 2010 - Dec 2010

  Service Desk Agent

  I was in a team that’s the first line of support when employees have problems.Managing incidents and problems from first line through to third line support. Contacting the appropriate support teams to respond to incidents and problems as per the pre-defined processes. Lastly we ensured that the clients are kept updated on incidents and problems that severely affect them and resolutions.

• 

  Concorde Solutions (Pty) Ltd

  May 2014 - Oct 2014

  Technical Support Executive

  Some of my duties includes installing the hardware and software at the customer’s sites, troubleshooting EFT issues and logging or following up on logged calls. I used my knowledge learned to solve pin pad issues, transaction queries and escalate them to appropriate parties. Experience with the following:Gaap and Micros Point of sale systemsSetup of Xlink and ConnectNet back up coms devices.Remote Logon software used - Logmein and Teamviewer

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  Computacenter

  Oct 2014 - Feb 2017

  Senior 1st Line IT Analyst

  The role focuses on providing the optimum service to customers as a first point of contact for any IT issues. Primary duties is receiving and logging incidents, providing resolutions where I can or passing the incidents on to the most appropriate resolving teams for resolution, within the agreed SLA. I have also taken all senior roles to assist the service desk where possible.

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  IT Lab

  Mar 2017 - now

  IT Process Analyst

  -Manage engineers to ensure SLA's are continuously met-Process Management-Incident Management -Problem Management-Change Management-Review of all new incidents and service requests logged in relation to data quality -Analysis of all incidents and service requests -Management of Response Time and Resolve Time-Continual review of engineers queues and workload (amending as required)-Manage resource availability -Manage reactive resources (in the event of incidents) with the scheduling team, to ensure that they take place as per the contract; including engagement with the Service Delivery Manager; Account Manager and client-Engage with clients to set and manage expectations in relation to service levels; deliverable's and resource coordination-Effective complaint handling in accordance with set processes and procedures-Tracking of major incident management process and ensure adherence of the process and escalation requirements within the various support and delivery areas-Extracting reports and providing a high level analysis of data for review-Ensure compliance with published processes, guidelines and SLA’s Show less

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  Content+Cloud

  Aug 2020 - now

  • Major Incident Manager

    Aug 2021 - now

  • Information Technology Process Analyst

    Aug 2020 - now
• 

  Advania UK

  Nov 2023 - now

  Major Incident Manager