Keith Nel

• To manage, govern and optimize the various sites where Media24 operates and to provide executive client support services. This includes both the site management and client relations and service management.

• Managing the service desk operations, overseeing daily operations to deliver first-level technical support, Incident Management, and Request Fulfillment for clients in South Africa and the UK.
• Responsible for ensuring all tickets and requests are managed and resolved within SLAs, maintaining adherence to defined processes and procedures. Managing multiple contact channels—telephony, email, and WhatsApp—to ensure efficient ticket logging and assignment in line with agreed service standards.

Overseeing the daily operations of the service desk team, ensuring efficient and effective delivery of IT support services. The roles involves managing the teams performance, coordinating tasks, handling escalations, driving continuous improvement and managing all tickets logged, resolved within SLA in accordance with defined processes and procedures. Here are the key responsibilities:

• Team Performance Management
• Incident and Request Management
• Knowledge and Quality Management
• Continual Service Improvements
• SLA Management