Bernadette Boyd Email & Phone Number

Randburg, Gauteng, South Africa

◆ Manage the day to day IT infrastructure activities including Desktop Support teams in 3 regions.◆ Providing quality technical support for the entire operations within Altron BPS.◆ Lead the team of Desktop Support Technicians and ensuring the delivery of consistent high-level responsive services across Helpdesk operations.◆ Resource planning, allocating tasks to team and ensure completion thereof.◆ Management of helpdesk tickets allocation and ensure that priorities are assigned over the tickets and following up on progress and completion.◆ Implement quality control process and handling escalations from customers.◆ Training, coaching and mentoring Desktop Support Technicians to ensure their work exhibits consistent quality.◆ Resolving all end-user and vender queries or disputes within the required turnaround time and escalating where required.◆ Manage all IT related projects (e.g. roll out of a new campaign, make sure users are set up, move desks, cabling in place, etc.)◆ Responsible for management of 3G for internal usage as well as allocation of data and sim cards.◆ Process mapping / documentation (e.g. a new system, an incident) as and when required.◆ Generation of telephone usage reports for every campaign as obtained from the system.◆ Compile and analyse system management reports and detailed incident reports.◆ Report to IT Manager on monthly statistics relating to monthly reporting and escalation.◆ Ordering equipment, actioning credit notes and liaise with Finance to ensure all invoices are received from suppliers and that purchase orders are completed.◆ Asset management, stock takes and responsible for receiving stock from suppliers.◆ Allocation of financial split of invoices to ensure that invoices are allocated to the correct department.◆ Manage, coach and mentor employees by conducting performance reviews and development plans.