Raydean Jacobs

Raydean Jacobs Email and Phone Number

IT Service Desk Manager and Service Delivery Manager @ Libra Information Technologies
South Africa
Raydean Jacobs's Location
South Africa, South Africa
About Raydean Jacobs

Passion, integrity and honesty are my core values which I instil in my work andpersonal life.I have acquired a sound technical background during my 17 years in the IT industry,with excellent communication skills enabling me to have an understanding and diversityin decision making. I started off in IT at a very young age in a company which was alsoin its teething stage. I have been thrown in the deep end many times with noknowledge of how the role that I have been taskedto do would work, but through mytheoretical knowledge and personal attributes I have completed these successfully. I’minnovative, determined, hard-working and have a can-do attitude, which makes mesucceed at anything I set my mind to.The coordination, setting the expectations, cross-team collaboration, high-pressure,unpredictability and customer satisfaction is what I love about it. IT is ever changing,and I believe that the exposure I received has given me the right tools to excel in anyfield. I know that I might not have the qualifications yet and that my curriculum vitaesays only so much, however, as the saying goes: “The proof is in the pudding”. I saythat the proof is not in the pudding, but rather in how it tastes when you eat it.During my career, I have had the privilege to work with an amazingly talentedindividual and together we’ve founded Dimentions Boutique furniture manufacturingcompany in May 2019 and we’ve grown from strength to strength. Through thecovid-19 pandemic we’ve moved from a 70m2 factory to a 300m2 factory within thelast 7months. Creating a proudly South African brand and product has always been alifelong dream and now it’s becoming a reality. Also at the same time we can give backto the Unemployment Sector as we’re creating so many jobs within disadvantagedcommunities where a lot of artisans have lost their jobs. Working with so manydifferent people from all walks of life, whether it’s in the Corporate field orManufacturing industry, I have a firm belief that people are the most valuable asset ofan organization. I want to work for a company who values their staff as much as youwould value your family and who also knows the importance thereof.

Raydean Jacobs's Current Company Details
Libra Information Technologies

Libra Information Technologies

View
IT Service Desk Manager and Service Delivery Manager
South Africa
Website:
librait.net
Employees:
16
Raydean Jacobs Work Experience Details
  • Libra Information Technologies
    It Service Desk Manager And Service Delivery Manager
    Libra Information Technologies
    South Africa
  • Libra Information Technologies
    Service Delivery Manager
    Libra Information Technologies Jul 2024 - Present
    Ontario, Canada
  • Warcom Business Solutions
    Service Desk Manager
    Warcom Business Solutions Sep 2022 - Apr 2024
  • Hungry Lion
    Itc Service Desk Manager/Change Manager (Contract)
    Hungry Lion Oct 2021 - Jun 2022
    Managing performance of Level 1 and Level 2 services & support to clients and ensuring that service levels are achieved. Ensuring that customer expectations are met/exceeded. Responsible for ensuring the staff is meeting/exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are adhered to.Oversee 100% of the requests, incidents, and problems in Freshservice Ticketing System.Implementation of new systems, processes, procedures and policiesManages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Change Management control. Builds/obtains training material for support staff. Schedule employees working times and provide backup support. Interact with internal and external customers.Provide data and reporting of KPI’s and trends to IT department and others.Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT.Monitor and manage phone queue (participating in escalated calls as needed). Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budget responsibility. Review survey feedback for improvements.
  • Impact
    Global Service Desk Team Lead
    Impact Jun 2018 - Sep 2020
    Acting as the Incident Manager to ensure the speedy resolution of priority 1 incidents.Manage and improve service quality byOverseeing responses to technical issues logged.Ensuring that all requests are logged and managedDevelop daily, weekly and monthly reports to monitor adherence against SLA’s, productivity, identify trends and optimise performance.Ensuring that all service requests and incidents are responded to, allocated and resolved within SLA.Ensure support ticket queues are well maintained.Continually reviewing ticket statuses on the service desk application to ensure tickets are updated regularly.Identifying and suggesting possible improvements to the support service provided.Identifying recurring issues and reporting these issues to mentor or manager.Overseeing the problem management exercise to ensure incidents repeating in different customers are permanently addressed.Monitoring all tickets and managing escalations for tickets approaching SLA violation.Developing standard operating procedures and policies by which technical support teams will operate.Contributing to the development of team key performance areas (KPI) to meet goals and objectivesLeading service desk team meetings.Manage the day-to-day activities and performance of the service desk operations team to ensure users and clients receive the support that they require. ​​​​​​Monitor, audit, report, and analyze the health of the service desk function using ticket-related performance KPIs. Provide regular and ad-hoc status updates to line management.Producing and presenting incident reports / service delivery reports.Assist Global Leadership team with solutions to business needs.
  • Cyberlogic
    Customer Service Coordinator
    Cyberlogic May 2015 - Jun 2018
    Manage Team, scheduling and our ticketing queueSet the tone and rhythm for operations each dayTeam resource capacity planning, scheduling and forecastingDaily Team Stats reporting and Scheduling Template creation and maintenanceCompiling and managing scheduled onsite rotations and calendars ( internally and for clients)Work closely with Project team regarding resourcing and scheduling large scaled projectsResponsible for Mini projects lifecycle within TeamMaintain a strong relationship with clientsWork across internal teams for resource availability within User Services teamTracks requests and determines current activity on it to ensure SLO's are being adhered to and installs are completed in the agreed upon time lines.Responsible for managing Internal flow within User services team by co-ordinating and liaising with technicians to ensure resolution within set SLOIdentify and escalate requests and exceptions where necessary internally and across Inter teamsEnsuring Customer Satisfaction, Quality Assessment, CSI and Closure of Completed requests within User Services Team for Billing purposes,
  • Space Age Technologies
    Service Desk Co-Ordinator
    Space Age Technologies Jun 2013 - May 2015
    Internal and External ( customer- facing ) Co-OrdinatorFirst point of contactSet Client expectation,SLA on requests, dealt with client escalationsManage resources, scheduling and our ticketing queueSet the tone and rhythm for operations each dayTeam resource capacity planning, scheduling and forecastingDaily Team Stats reporting Compiling and managing scheduled onsite rotations and calendars ( internally and for clients)Work across internal teams for resource availability within User Services teamTracks requests and determines current activity on it to ensure SLO's are being adhered to and installs are completed in the agreed upon time lines.Responsible for managing Internal flow within User services team by co-ordinating and liaising with technicians to ensure resolution within set SLOIdentify and escalate requests and exceptions where necessary internally and across Inter teamsQuality Assessment, CSI and Closure of Completed requests within Customer Support Services Team for Billing purposes
  • Space Age Technologies
    Service Desk Analyst
    Space Age Technologies Aug 2010 - Jun 2013
    Internal and External ( customer- facing ) Co-OrdinatorFirst point of contact, answering phone callsSet Client expectation, SLA on requests, dealt with client escalationsManage resources, scheduling and our ticketing queueSet the tone and rhythm for operations each dayTeam resource capacity planning, scheduling and forecasting with Team LeadDaily Team Stats reporting Compiling and managing scheduled onsite rotations and calendars ( internally and for clients)Work across internal teams for resource availability within Service Desk TeamAssisted Team Lead and Operations Manager in Flow coordination, process management ,developing and updating procedures and workflowsTracks requests and determines current activity on it to ensure SLO's are being adhered to and installs are completed in the agreed upon time lines.Identify and escalate requests and exceptions where necessary internally and across Inter teamsCustomer Satisfaction, Quality Assessment, CSI and Closure of Completed requests within Service Desk Team for Billing purposes
  • Space Age Technologies
    Service Desk Technician
    Space Age Technologies Jan 2007 - Aug 2010
    First point of call, providing telephonic and remote supportProviding remote support to over 100 individual SME clientsSupporting a diverse client base and personnel Troubleshoot and resolve desktop, mobile devices and printer issues Provide assistance in network and platform installations Setup and configure desktops and software as required Educate users as well as junior support technicians as required Build and maintain a strong relationship with clientsManaging/Supporting IP enabled PrintersRemote Management, monitoring, troubleshootingPC assembling (hardware and software installation experience).
  • Space Age Technologies
    Network Shift Operator
    Space Age Technologies Jun 2005 - Jan 2007

Raydean Jacobs Education Details

  • Microsoft Learning
    Microsoft Learning
    Mcp
  • Bytes People Solutions (Isett Seta)
    Bytes People Solutions (Isett Seta)
    National Diploma, Information Technology: System Support Engineering

Frequently Asked Questions about Raydean Jacobs

What company does Raydean Jacobs work for?

Raydean Jacobs works for Libra Information Technologies

What is Raydean Jacobs's role at the current company?

Raydean Jacobs's current role is IT Service Desk Manager and Service Delivery Manager.

What schools did Raydean Jacobs attend?

Raydean Jacobs attended Microsoft Learning, Bytes People Solutions (Isett Seta).

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