Fabiola Heradien
Certified Service Desk Manager
Eldorado Park Ext 4
Summary
Seasoned management professional with over a decade of exceptional supervisory and leadership experience, specializing in Operations Management, Client Service Relations, Service Desk, and Contact Centre Operations. Proven track record in managing daily operations, overseeing staff performance, ensuring quality standards, and developing strategic policies that foster continuous improvement. Recognized for delivering outstanding customer service, mentoring teams, and consistently exceeding company goals while forming strategic partnerships that enhance organizational performance. With a steadfast commitment to operational excellence and superior client experiences, brings invaluable expertise to any team.
Overview
27
27
years of professional experience
3
3
Certifications
Work History
AMS Service Desk Manager
NTT Data
Bryanston
07.2023 - Current
- Team Leadership – Supervised a team of Service Desk Team Leads
- Ticket Management – Contributed to managing tickets and calls logged at the Service Desk.
- Incident Categorization – Ensure all logged incidents were accurately categorized.
- Prioritization – Allocated appropriate ticket categorization codes upon receipt and during logging
- Diagnose – Conducted ticket diagnosis to uncover full symptoms, determine issues and identify corrective actions
- Fault Investigation – Investigated and diagnosed reported faults.
- Incident Ownership – took ownership of escalated incidents, resolving or further escalating as necessary.
- Resolution confirmation – Ensured incidents were fully resolved, with user and client satisfaction confirmed before closure
- Action logging – Logged relevant actions to enable tracking
- Training and Development – Trained Service Desk Agents and fostered a service excellence mindset within the team.
- Performance Monitoring - Monitor the performance of Service Desk Agents, identifying and addressing any training or coaching needs.
- Mentorship- Mentor and coach Service Desk Agents to enhance their performance as part of continual service improvement.
- Daily Huddles - Led daily huddles, identifying and implementing performance-enhancement solutions.
- Process Improvement - Identify gaps and shortcomings in current processes, procedures, and services, providing recommendations for improvement.
- Backlog monitoring - Monitor backlog and used escalation channels to involve the right team in timely ticket resolution.
- Third – Party Vendor Management – Coordinated with third-party vendors to ensure seamless service delivery and resolution of issues.
- Led a team of service desk professionals to streamline incident resolution processes, enhancing overall service efficiency and user satisfaction.
- Developed and implemented training programs for service desk staff, improving technical skills and customer engagement strategies.
- Managed the transition to new ITSM tools, resulting in improved ticket tracking and resolution metrics across the department.
- Analyzed service desk performance data to identify trends, leading to actionable insights that enhanced support services and reduced downtime.
- Collaborated with cross-functional teams to drive continuous improvement initiatives, fostering a culture of innovation and accountability within the service desk.
- Oversaw the integration of automated workflows into service desk operations, significantly reducing manual tasks and improving response times.
- Mentored junior staff in best practices for customer service and technical troubleshooting, contributing to a cohesive and knowledgeable team environment.
- Spearheaded the development of service level agreements (SLAs) to align support expectations with business objectives, ensuring clarity and accountability in service delivery.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Streamlined communications between Service Desk teams to reduce duplication of effort in addressing similar incidents or requests.
- Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.
- Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
- Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Hired, trained and supervised team of service staff members to meet business goals.
National Service Desk Manager
Dimension Data Advanced Infrastructure
03.2020 - 06.2023
- Service Desk Oversight – Managed the activities of a Service Desk supporting operational and business processes for contracted clients across all nine provinces
- Quality and Performance Assurance - Ensures quality service and operational performance within the parameters of the customer’s program and delivery standards.
- Process Analysis and Improvement - Analysed operational processes, established escalation procedures, and conducted trained needs assessments to identify service delivery improvement opportunities
- Staffing and Training - Responsible for employee staffing and program training, including product knowledge, language and overall customer requirements support.
- Contract and Financial Management – Handled contract negotiations, customer account management and financial results, including Service Desk Profit and loss responsibility
- Personnel Development - Selected, developed, and evaluated personnel to ensure the efficient operation.
- Client Satisfaction – Delivered services according to agreed service definitions, Service Level Agreements (SLA’s) and other contracts, ensuring client satisfaction.
- Vendor Management – Collaborated with Service Delivery and Vendor Management Teams to identify procurement methods, establish evaluation criteria, and select appropriate vendors/suppliers.
- Supplier Engagement - Engaged proactively with suppliers to resolve incidents, problems or performance issues.
- Standard Development - Developed standards with key stakeholders and managed the team to exceed those expectations.
- Pre-Sales Contribution- Contributed to pre-sales processes by providing information, determining the effort required to deliver, and offering advice on the optimal approach to clients.
- Service Delivery Excellence – Motivated team members to achieve outstanding performance on SLA’s.
- Contract Issue Resolution - Negotiated and resolved contractual issues, including failures to meet contractual obligations.
- Ticket Management -Contributed to managing tickets and calls logged at the service desk, ensuring accurate categorization and prioritization
- Mentorship and coaching - Mentored and coached Service Desk Agents to improve their performance as part of the continual service improvement process.
- Daily Huddles - Led daily huddles to identify and implement performance-enhancement solutions
- Process Improvement - Identified gaps and shortcomings in current processes, procedures, and services, and provides recommendations for improvement.
- Backlog Monitoring -Monitored backlog and used escalation channels to ensure timely ticket resolution.
- Project Implementation - Played a key role in implementing WorkWide within the organization and rolling out SMART VIRTUAL HANDS to FNB, SARS and GlaxoSmithKline
- Talent Management - Identified and retained key talent while driving operational efficiency.
Operations Manager - Alexander Forbes, Dimension Data Advanced Infrastructure and Vulatel NOC
Merchants (Pty) Ltd
Johannesburg
06.2016 - 02.2020
- Manage approximately 250 clients for the DDAI Service Desk, overseeing 4 direct Service Desk reports.
- Oversee around 100 clients for the RMC Service Desk, managing 3 direct Service Desk reports.
- Supervise the City of Johannesburg Tier 1 Service Desk, with 2 direct Service Desk reports.
- Lead the Service Desk Team to proactively support the organization, ensuring high standards of service delivery.
- Develop and implement standards in collaboration with key stakeholders, managing the team to consistently exceed expectations.
- Collaborate with department leads to understand their business needs and create innovative solutions that positively impact both the team and the business.
- Manage the budget to provide proactive services to various internal teams, including clients, ensuring efficient resource allocation.
- Track and monitor SLAs, developing action plans to enhance the end-user experience within the Service Desk.
- Ensure comprehensive resource coverage, maintaining call levels and SLA compliance to meet organizational needs.
- Oversee daily operations of the Service Desk, ensuring consistent and high-quality service delivery.
- Maintain thorough documentation for the Service Desk, ensuring all processes and procedures are well-documented.
- Plan, direct, supervise, evaluate, reward, and discipline tasks performed by Service Desk Analysts, adjusting schedules to peak workloads.
- Act as the “Face” of the organization to the End User Client community, providing timely and responsive status reporting.
- Bring flexibility to pivot and adjust to the needs of the end-user client, ensuring their satisfaction.
- Develop and build a high-performing team with low turnover, offering career growth opportunities and mentoring Service Desk Analysts.
- Partially manage third-party vendors, holding them to Service Level Agreements and conducting ongoing contract negotiations as new services are added.
- Serve as the initial escalation point for all clients, managing procedures related to the identification, prioritization, and resolution of client support requests.
- Act as a liaison between the business and its clients, ensuring clear communication and effective problem resolution.
- Utilize spreadsheets to record project data, facilitating meetings and educational workshops for team members.
- Determine risks and return on investment for shareholders, evaluating risks and predicting potential problems to ensure strategic decision-making.
- Streamlined operational workflows by implementing process improvements, enhancing team efficiency, and reducing turnaround times.
- Led cross-functional teams in the deployment of advanced infrastructure solutions, resulting in enhanced service delivery for clients.
- Developed and executed operational strategies to optimize resource allocation and improve overall operational performance.
- Mentored junior staff on best practices in project management, fostering a culture of continuous improvement within the team.
- Analyzed operational metrics to identify areas for enhancement, driving significant improvements in service quality and efficiency.
- Facilitated training sessions for staff on operational best practices, contributing to improved team productivity and morale.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Standard Bank Site Manager
Dimension Data Advanced Infrastructure
Johannesburg
09.2013 - 05.2016
- Ensure exceptional customer service at all times.
- Maintain clear and comprehensive communication with all stakeholders.
- Adhere to established standards and protocols.
- Maintain visibility with key clients, ensuring their needs are met.
- Keep documentation up to date, including standards documents, process documents, CAD diagrams, test results, and project sign-offs.
- Ensure daily logged calls meet SLA and site standards.
- Manage technicians' attire on site, ensuring they are in DD uniform, neat, tidy, and equipped with necessary tools.
- Monitor technicians' productivity on site, ensuring they are fully utilized and productive for 8 hours a day.
- Oversee technicians on site, ensuring punctuality, quality installations, good customer service, and adherence to standards.
- Plan resources for smaller installations and moves.
- Oversee the ordering and monitoring of monthly stock on site and conduct monthly stock takes at each campus site.
- Prepare monthly care reports for customers and management, including stats, MACs and IMs, billing, changes, projects, itemized bills of material, and escalations/issues.
- Manage escalations and issues on site, providing feedback to management and customers.
- Conduct general quality checks on all sites, ensuring standards are met, including labelling and neatness.
- Compile quarterly quality reports for all campus sites, including Samrand, River Club, Simmonds Street, Rosebank, and CK.
- Perform weekly quality checks of patch rooms.
- Supervise and monitor sub-contractors on site.
- Ensure good customer feedback and communication regarding escalations, recommendations, adherence to standards, and general matters.
- Compile all head office quotes and send them to the Sales Specialist for review before distribution to the customer.
- Open service jobs, monitor and ensure sign-off is received, generate EAs, and send them to finance for billing.
- Track all open jobs to ensure sign-off.
- Conduct spot checks of new installations and moves for quality control.
- Ensure technicians take before and after photos of all new installations, moves, and patch rooms.
- Ensure all test results are completed for each new installation.
- Monitor and verify overtime to ensure accuracy.
- Verify and ensure correct monthly billing of all moves and materials used on site, checking against the SAP status report and maintaining visibility of site profitability.
- Set up monthly meetings with clients to discuss current activities, recommendations, escalations, concerns, and general matters.
- Keep standards and process documents up to date at all times.
Financial Clerk – (Contract Position working from home)
Dimension Data Advanced Infrastructure
04.2012 - 04.2013
- Ensure accurate and timely completion of billing, invoicing, and overtime for Standard Bank each month.
- Provide billing information to the Sales Specialist to facilitate the billing process.
Service Delivery Manager
Dimension Data Advanced Infrastructure
02.2011 - 04.2012
- Maintain comprehensive knowledge of all processes and systems at SLA sites, including Standard Bank, KPMG, Nissan, Alexander Forbes, South African Breweries, Investec, RMB, Vodacom, Nedbank, Medscheme, and Internet Solutions.
- Understand and consistently meet client expectations and requirements.
- Manage on-site staff, driving high performance and productivity.
- Oversee and manage Service Desk resources on site.
- Plan resources effectively to ensure adequate presence, bringing in additional resources as needed.
- Ensure accurate and timely completion of billing, invoicing, and overtime for Standard Bank each month.
- Provide billing information to the Sales Specialist for billing purposes.
- Set up monthly meetings with key customers, providing feedback to the business and Line Manager on client experiences and issues.
- Complete client satisfaction surveys with comprehensive feedback on all SLA and SDM clients.
SBSA Co Ordinator/ Site Manager
Dimension Data Advanced Infrastructure
11.2006 - 02.2011
- Enforce strict quality control on site, ensuring standards are met and the site remains neat and tidy at all times.
- Understand and consistently meet client expectations and requirements.
- Manage on-site staff, driving high performance and productivity.
- Oversee and manage Service Desk resources on site.
- Plan resources effectively to ensure adequate presence, bringing in additional resources as needed.
- Serve as the interface between all AI business solutions and the customer.
- Oversee regional calls, ensuring they are attended to within the SLA and escalating if necessary.
- Prepare monthly billing spreadsheets for the Account Manager.
- Monitor finances to ensure accuracy and efficiency.
- Provide monthly reports for customers and management as required.
- Manage escalations and issues on site, providing feedback to management.
- Approve and manage permanent staff leave.
- Ensure good customer feedback and communication at all times.
- Act as a single point of contact for Customer Centres and Senior Management for delivery and high-priority issues and incidents.
- Gather information and report to the customer following an incident.
- Maintain quality control to ensure standards are consistently met.
Systems Administrator (Contract Position)
Siemens (Pty) Ltd
02.2005 - 11.2006
- Ensure daily logging of calls to maintain accurate records.
- Maintain and update the customer database regularly.
- Manage access and security protocols to safeguard information.
- Serve as the second-in-command (2IC) to the Manager, providing support as needed.
- Collaborate with the Manager on preparing daily, weekly, and monthly reports using MS Excel.
- Train Branch Administrators at various Absa sites to manage Telephone Management Systems as required.
- Track calls to ensure they are handled according to the SLA, escalating to the relevant support when necessary.
- Close calls and record resolutions to ensure issues are fully documented.
Administrative Assistant to the Director of Member Affairs (Contract Position)
Gauteng Provincial Legislature
12.2005 - 02.2006
- Provide comprehensive administrative and secretarial support to the Director.
- Type and coordinate various office activities, ensuring smooth operations.
- Take minutes during meetings and ensure accurate documentation.
- Coordinate and facilitate Directorate meetings and interactions with all stakeholders.
- Facilitate communication between the Office of the Director, Line Managers, and all other stakeholders, including Directorates and external consultants.
Securities Clerk (Temporary Assignment)
I- Net Bridge
09.2004 - 11.2004
- Update the Client Database daily to maintain accurate and current records.
- Assist the Securities Supervisor in calculating commissions due to consultants.
- Provide the National Sales Manager with detailed monthly sales figures.
- Ensure all contracts are correctly completed and that the relevant documentation is attached.
Personal Assistant to the Vice President (Contract Position)
Toyota Academy of Learning
04.2004 - 08.2004
- Provide executive-level administrative support to the Vice President of the Academy.
- Serve as a liaison between all impacted departments to ensure effective communication and reporting practices.
- Develop presentations for both on-site and off-site meetings.
- Organize details for special events, travel arrangements, and corporate agendas.
- Screen telephone calls and take accurate messages.
- Order and manage stationery supplies efficiently.
Receptionist, Switchboard Operator, Telesales (Temporary Position)
South African Breweries
10.2003 - 03.2004
Personal Assistant to 3 Directors (Contract Position)
Tantco Global
09.2002 - 10.2003
Switchboard Operator (Temporary Position)
Telkom Business Park
08.2002 - 08.2002
Teller, Receptionist & Switchboard Operator, Sales and Service Support Clerk, Sales Secretary, Consultant, Relief Teller Supervisor (Permanent Position)
Absa Bank
09.1999 - 08.2002
- Received a Letter of Appreciation and two Performance Cash Rewards
- Received an ABSA Silver Award for Legendary Service
Data Capturer
Optimum Registrars
Johannesburg
06.1998 - 08.1999
- Captured and verified data entry across various databases, ensuring accuracy and integrity of information for reporting needs.
- Utilized advanced data management tools to streamline data entry processes, leading to improved workflow efficiency and reduced errors.
- Developed and maintained detailed documentation for data processes, supporting organizational knowledge and continuity in data management practices.
- Maintained strict confidentiality while handling sensitive client information and records.
- Corrected data entry errors to prevent duplication or data degradation.
- Verified accuracy and validity of data entered in databases
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Ensured timely completion of assigned tasks, maintaining a high level of professionalism under pressure and tight deadlines.
Education
Matric - English, Afrikaans, Biology, Geography, Economics, Business Economics
Chris J Botha Senior Secondary School
Bosmont, JHB01.1996
Skills
Leadership and Team Collaboration
Service Desk Operations and Transition Management
Project Coordination and Management
Client, Staff, and Vendor Relationship Management
Incident and Problem Resolution
Talent Acquisition and Management
Cross-Functional Team Leadership
Strategic Decision Making
Customer Service Excellence
Effective Problem Solving
Customer service leadership
Team leadership
Training
Teller Course (New), Corporate Crime (Awareness, Detection & Prevention), Cheques Handling, Robbery Contingency, MLAP (Home Loans), Flexi Reserve Facility, ITIL v3 Foundation Certificate, Foster – Mellier, 2008, Effective People Management, Dimension Data University, Leading Talent, Dimension Data University, Essential Management Series, Dimension Data University, Emotional Intelligence, Dimension Data University, Service Level Management for Practitioners, Analytix, Merchants Leadership Program Phase 1, Merchants, 2017, Merchants Leadership Program Phase 2, Merchants, 2018, Certified Data Centre Facilities Operations Manager, EXIN EPI, 2022, Certified Service Desk Manager, Pink Elephant, 2023, Management Development Program, CBIM, 2023, Dare to Lead, 2023, Leadership Accelerator Phase 1, Harvard Business School, 2023, Leadership Accelerator Phase 2, Harvard Business School, 2024, Leading Woman Program Graduate, Gordon Institute of Business Science, 2024
References
- Gareth Edwards, Dimension Data, 082 937 0322
- IQ Karolia, Merchants, 065 986 3313
- Marius Gerneke, Dimension Data Advanced Infrastructure, 082 040 8410
- Belinda Samuels, Dimension Data Pty Ltd, 071 333 7576
Certification
Certified Service Desk Manager, Service Desk Institute
Timeline
Leading Women Gordon Institute of Business Science
11-2024
Management Development Program - SETA Services
01-2024
Certified Service Desk Manager, Service Desk Institute
07-2023
AMS Service Desk Manager
NTT Data
07.2023 - Current
National Service Desk Manager
Dimension Data Advanced Infrastructure
03.2020 - 06.2023
Operations Manager - Alexander Forbes, Dimension Data Advanced Infrastructure and Vulatel NOC
Merchants (Pty) Ltd
06.2016 - 02.2020
Standard Bank Site Manager
Dimension Data Advanced Infrastructure
09.2013 - 05.2016
Financial Clerk – (Contract Position working from home)
Dimension Data Advanced Infrastructure
04.2012 - 04.2013
Service Delivery Manager
Dimension Data Advanced Infrastructure
02.2011 - 04.2012
SBSA Co Ordinator/ Site Manager
Dimension Data Advanced Infrastructure
11.2006 - 02.2011
Administrative Assistant to the Director of Member Affairs (Contract Position)
Gauteng Provincial Legislature
12.2005 - 02.2006
Systems Administrator (Contract Position)
Siemens (Pty) Ltd
02.2005 - 11.2006
Securities Clerk (Temporary Assignment)
I- Net Bridge
09.2004 - 11.2004
Personal Assistant to the Vice President (Contract Position)
Toyota Academy of Learning
04.2004 - 08.2004
Receptionist, Switchboard Operator, Telesales (Temporary Position)
South African Breweries
10.2003 - 03.2004
Personal Assistant to 3 Directors (Contract Position)
Tantco Global
09.2002 - 10.2003
Switchboard Operator (Temporary Position)
Telkom Business Park
08.2002 - 08.2002
Teller, Receptionist & Switchboard Operator, Sales and Service Support Clerk, Sales Secretary, Consultant, Relief Teller Supervisor (Permanent Position)
Absa Bank
09.1999 - 08.2002
Data Capturer
Optimum Registrars
06.1998 - 08.1999
Matric - English, Afrikaans, Biology, Geography, Economics, Business Economics
Chris J Botha Senior Secondary School