Raydean Jacobs Email & Phone Number

South Africa

Ontario, Canada

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.

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.

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,

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

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

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).

Mcp

Activities and Societies: Education

National Diploma, Information Technology: System Support Engineering