HLEKANE PRITCHARD MATSHELA
Service Desk Team Lead
Centurion
Summary
I am a dependable and proactive professional who thrives in high-pressure, fast-paced business environments, consistently meeting deadlines and driving corporate objectives. My strong interpersonal skills enable me to communicate effectively across all levels and foster lasting relationships with clients built on trust, integrity, and service excellence. I am a fast learner, highly collaborative, and an effective problem-solver, delivering swift and efficient solutions.
Experienced with managing service desk operations and support teams. Utilizes technical acumen and leadership skills to streamline support processes and improve service quality. Track record of fostering teamwork and ensuring consistent, high-level customer support.
Overview
15
15
years of professional experience
4
4
Languages
Work History
Service Desk Team Lead
NHBRC
01.2014 - Current
- Managing and prioritizing incoming tickets to the Service Desk, via different channels, and ensure timely and effective resolution of end user issues
- Take overall responsibility for incident management and request fulfilment
- Notify the IT Service Delivery Manager on any issue that could significantly impact the business
- Handling complex tickets and collaborate with the relevant IT Support teams
- Ensuring that weekly and monthly statistics and status reports are completed and continually modified to meet the needs of the department
- Track and analyze trends in Incidents to anticipate potential problems and implement proactive measures to reduce recurring issues
- Managing readiness of IT equipment for on-boarding new staff as well returning of IT equipment when staff are off-boarding. Including new intake and vacation student movements
- Managing and participating in Projects.
SAP PPM Trainee
Eskom
01.2013 - 01.2013
- Management and planning
- Monitor the status of the production interface and background jobs daily
- Provide end user support and technical issue resolution
- Resource Planning and assignment
Junior End User Support Technician
Gijima Technology People
01.2011 - 01.2012
- Provide end user support and technical issue resolution
- Configure computer equipment
- Drafting and compiling weekly and monthly reports
- Install and configure peripherals
- Troubleshoot, diagnose and resolve problems relating to hardware faults
- Assembling and routine maintenance of computer hardware
- Repair and configure software
Education
Bachelor of Technology - Information Technology
Vaal University of Technology
01.2016
National Diploma - Information Technology
Vaal University of Technology
01.2011
Matric - undefined
Hary Oppenheimer Agricultural High School
01.2004
Skills
Project Management
References
- Olwethu, Luthuli, Infrastructure Manager, OlwethuL@nhbrc.org.za, 123-456-7890, NHBRC
- Zolla, Vutula, SAP PS Senoir Advisor, VutulaZ@eskom.co.za, 011 665 2125, Eskom
- John, Galloway, Contract Trainer, 082 389 3744, Gijima Technology
Accomplishments
- Resolved product issue through consumer testing.
- Successfully implemented a Service Desk Management tool, delivering the project on time, within the scheduled timeline, and under budget.
- Supervised team of 4 staff members.
Timeline
Service Desk Team Lead
NHBRC
01.2014 - Current
SAP PPM Trainee
Eskom
01.2013 - 01.2013
Junior End User Support Technician
Gijima Technology People
01.2011 - 01.2012
National Diploma - Information Technology
Vaal University of Technology
Matric - undefined
Hary Oppenheimer Agricultural High School
Bachelor of Technology - Information Technology
Vaal University of Technology