Providing Thought Leadership and Direction to ensure organizational goals and objectives are achieved. Service Owner of End User Computing and End User Experience being delivered to diverse segments within the organisation. Leading six Regional IT Support Teams and the Service Desk who provide End User Computing Support to 20000+ users. Driving efficiencies through knowledge sharing, improvements in processes and leveraging technologies to enhance the End User Experience and reduce overall downtime. Increase First Contact Resolution by identifying trends through analysis. Strategic planning for the future of End User Computing.Service Owner of Jamf, managing and overseeing all managed Apple Devices.Responsible for all End User processes and touch points ensuring a seamless engagement with IT for all End Users. Such as Joiner, Mover, Leaver (JML), Request and Incident process flows.Service Delivery Manager responsibilities to all Business Units who subscribed to EUC as a Service. Help and provide thought leadership to drive out each Business Units goals and objectives for the requirements of how they need to function on a day to day basis, as well as reviewing and providing input into future fit device requirements.

Assign / Manage / Prioritize calls logged via CA Service Desk ManagerProvide support, coaching and training to the EngineersEnsure monthly SLA’s and targets are achievedReporting on monthly and individual stats for the EngineersReporting for monthly MANCOPlan projects and schedule rollouts and changesResource planning, including recruitment of resourcesEnsure changes are communicated effectively to the teamPerformance manage underperforming staff (If necessary)Assisting and troubleshooting companywide issuesEnsuring laptop upgrades are processed within the specified time frameRelationship building with the various Back office teamsManage expectations of multiple business areas and ensure minimal downtime is experiencedEnsuring Executives receive the required level of support with minimal disruptionContinuously improve and drive performance and efficiency in the team.Identify trends and issues through real-time and historical reporting.Continuous Service Improvement of processes and client servicing.Ensure the team is upskilled on new systems and applications to provide efficient support.Define Quality standards for call management and client servicing to drive best practices and behavioural changes.Ensure the team comply with Company, Network and Security policies.Supporting Windows and MacOS platformsMobile Device Support Android and iOSBuild and maintain B2B and B2C relationshipsCreate SOP’s and document known issues and repetitive tasks.Participate in project planning for all projects where end user computing is required.Deal with complex issues until solution/resolutionIdentify issues based on real time call logging and get the relevant BackOffice teams involved to minimize the impact to Business.Ensuring the team meet and maintain quality standards. Focusing on pressing areas of concern that impact the end user.General knowledge and understanding of JAMF, Altiris, McAfee ePO

Setup and Configure Desktop/Laptop’s/Tablets/MacBook’s and iMacsfor new staffProvide support to +/- 15000 employees across 4 different domainsProcess upgrades for Laptop clientsInstallation of any applications used by Laptop clients whenprocessing an upgrade or swopping out faulty PC’sTroubleshoot/ Diagnose Hardware faults Swop out faulty equipment (Desktop/Laptop)Setup, Configure and Troubleshoot Card PrinterManage calls logged effectively ensuring they are resolvedwithin the specified SLAAsset Management, updating of asset details via APMAsset Portfolio ManagementAppointed the 2IC (2nd in charge) of the teamResponsible for overseeing the teamDealing with escalated queriesAssisting with Executive SupportEnsuring calls are handled timeously and within SLAManaging issues that may arise across the network liaise with variousBackoffice Teams on these issuesEnsure Franchise clients and IC Contractors (Independent Contractors)are supported timeouslyCompile monthly reports for MANCOMonthly one on one feedback and coaching sessions with eachEngineer in the teamEnsure laptops are upgraded within the required time frame andreturned to our rental company to avoid additional costs/penaltiesLook for new ways to enhance Service Delivery and aid the team to runefficiently

Managing the Help Desk MailboxLog calls to the relevant team or department to actionReporting issues or problems which effect the businessRemote connect to client’s PC for software installations and general application fixes/troubleshooting – FCR.Follow up on calls logged until resolutionManaging Business Outages for 529Help which includes monitoring, sending out communication to SLM’s timeously and following up with relevant team responsible for remediation of the outage.

Quality checking of inquiries logged from the call centreRouting to the correct department to action and resolveCompiling Daily & Monthly Service Reports for relevant Service ManagersIdentify Trends and ErrorsCreate ways to improve product knowledge within the Call Centre, to minimize errorsDevelop consultantsCreate new processes to better productivityEnhance existing processesPartner Audits

Liaising with clients telephonicallyResolving queriesHandling irate members/clientsCapturing stats for the teamCoaching/Training new staffCoaching/Training existing staff2IC responsibilities for my team Monitoring service levels Maintaining service levelsGeneral responsibilities of a Team Leader Coach*Temp from Dec 2004 - March 2005

Locate debtors, Confirm, Update, and capture information.Debt Collecting, Negotiate settlement, Setup payment plans, Capture payment plans, Follow-up on the status of payments.