Experience

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  Multichoice

  Jan 1999 - Jan 2006

  Team leader

  Manage and develop staffPlanned resourcesCoach and constant evaluate staffConduct quality assuranceUpdated feedback to managers and staffCompile weekly and monthly reportsApprove journalsConduct staff meetingsManage call centre administrationMonitor performance standardsManage EDMS systemManage and monitor call trendsConduct performance appraisalsManage ad hoc projectsHandled escalated queriesManage call centre emailsAdhoc trainingManage Africa Online Receipting systemMonitor data accuracy on the business systemManage communication and processing resources within the call centreActivate collectives/ demo, VIP and RBR accountsMonitor and report on transmission related issuesShipped devices from the call centre staff, agencies and JV’sManage and report on call centre processes and procedures: Shifts ACD Performance Transactional performance of staff Show less

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  Softworx

  Aug 2008 - Aug 2012

  Service desk administrator

  Ensure that Service Desk master data is kept up to date, adding new customer and system configuration data as required.Ensure calls are assigned timorously within SLA parameters when applicable.Provide training and work instructions to Softworx Service Desk operators and usersProvide stats and reports for AMS customersAct as Softworx liaison for the migration to the IMS Service Desk systemCompile work proposals for ad hoc consulting for customers.Loading IBM Cognos sales opportunities on Global Partner Portal and tracking the opportunities until the sale is won.Ensure Cognos certifications are loaded on Partner world on IBM.Administrations on Passport advantage on the IBM site, ensuring Cognos consultants have access to download software on IBM.Generating monthly Consultant analysis reports from Baan for management and ensuring that costs are accurately calculated and carried over cost centres.Training provided to the consultants on the new service desk(Call logging system). Show less

• 

  City of cape town

  Dec 2012 - Nov 2019

  Service desk team leader

  Daily Duties:• Lead the team to make sure telephones are logged in at all times.• Send each agent their active calls via e-mail• Looking at the calls assigned to 2nd line and send to agents to resolve• Update the spreadsheet for new calls assigned to 2nd line box • Make sure check list is update • Check bulk e-mails before forwarding to agents to log• Draw report on 2st line agents active calls they followed up for the day• Address time management issues with team members (checking screens / late comings from tea + lunch breaks) and escalate to management when required• Act as escalation point for agents• Report to management on issues that might impact the business• Maintain staffing and skill levels throughout the day by consulting with manager (fulfilling role in absence of manager)• Address operational issues with team members (process deviations) and escalate to management when required• Liaises with management (ideas on improvement / problems within the area etc)• Fulfil specified duties when manager is not in the office• Conversion bureau • Update Monthly Duties - Added extra duties per agent (eg: assisting on emails )Weekly Duties;• Update spreadsheet reason for re-assigning calls to FES• Update spreadsheet Average calls resolved by 2nd line • Represents the Service Desk at meetings when required• Chair team meetings • Compiles reports / perform additional duties when requested from managementMonthly Duties:• Draw the report for Average calls resolved by 2nd line • Record minutes from both teams and update on teamsite • Do Monthly roster and duties Soft Skills:• Be non-biased, non-partial (no favouritism) • Not easily influenced• Professionalism Show less

• 

  Dimension data

  Jul 2019 - now

  • Manage the service desk team activities, resource allocation/ leave/training etc.• Liaise between customers and cross functional teams to ensure the timely and successful delivery of solutions• Initiate the appropriate escalation procedure when required• Actively manage the monitoring and resolution of stalled incidents/requests with 2nd and 3rd level teams• Collaborate with all service teams to ensure effective and rapid response to major incidents• Ensure adherence of processes and policies• Review and recommend appropriate changes to support processes to ensure continuous improvement of the incident management process• Provide guidance on incident management to service desk staff and assist in their training and knowledge development• Submit reports within required timeframe• Compile ad hoc reports as and when required, present to management and service teams• Analyze data identifying and highlighting trends to the management team• Attend weekly operational meetings Show less

  • Service Level Manager

    Nov 2019 - now

  • Service Desk Operations Manager

    Jul 2019 - Nov 2019