Khayalethu Prudent Nojoko
Service Desk Team Leader(Acting)
Port Elizabeth
Summary
Dedicated and results-oriented IT professional with a strong track record in service desk management and technical support. Proven ability to lead and motivate teams, improve operational efficiency, and enhance customer satisfaction. Skilled in a wide range of technologies, including Active Directory, Azure AD, Microsoft 365, SolarWinds, ServiceNow, and Microsoft Endpoint Manager. Committed to continuous learning and professional development, currently pursuing a Bachelor of Commerce in IT Management at MANCOSA.
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
10
10
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Interim Service Desk Team Lead
NTT DATA Middle East and Africa
12.2023 - Current
- Responsible for managing a team of service desk agents and team lead(s)
- Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI's and planning activities
- Contribute to the process of managing tickets or calls logged at the service desk
- Ensure all incidents which are logged, are accurately registered and categorized
- Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process
- Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
- Engaged in user support interactions via telephone, chat and email platforms.
- Ensure reported faults are investigated and diagnosed
- Be expected to take ownership and resolve or further escalate escalated incidents
- Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
- Ensure relevant actions have been logged to enable tracking
- Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk team
- Monitor the performance of Service Desk Agents and identify any training/coaching intervention required
- Mentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement process
- Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
- Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Collaborated with internal partners to effectively resolve user and system issues.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Service Desk 2nd Line Agent
NTT DATA Middle East and Africa
Gqeberha
08.2021 - 11.2023
- Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
- Uses Managed Services product and process knowledge along with discretion to respond to tickets
- Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions
- Flag the need for such content, when relevant articles are not available
- Provide timely updates to clients, when requested, on any pending requests or tickets
- Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
- Produce breach and aging reports for tickets opened by the service desk
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
- Use sound judgment to escalate an issue to a higher level
- Ensure that a professional level of service quality is maintained and that clients are satisfied
Service Desk 2nd Line Agent
Coca-Cola Beverages Africa
05.2019 - 07.2021
- Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
- Uses Managed Services product and process knowledge along with discretion to respond to tickets
- Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions
- Flag the need for such content, when relevant articles are not available
- Provide timely updates to clients, when requested, on any pending requests or tickets
- Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
- Produce breach and aging reports for tickets opened by the service desk
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
- Use sound judgment to escalate an issue to a higher level
- Ensure that a professional level of service quality is maintained and that clients are satisfied
Customer Engineer
BCX
06.2017 - 04.2019
Desktop Support Engineer
NTT DATA Middle East and Africa
02.2015 - 05.2017
Education
Higher Certificate - Information Technology
MANCOSA
Gqeberha 01.2022 - 12.2022
Certificate - Project Management
Varsity College
Gqeberha 01.2017 - 12.2017
Certificate - Network Principles
Damelin
Gqeberha 01.2010 - 12.2010
Skills
- SQL
- Databases
- Business Mathematics
Certification
CompTIA Linux+: Firewalls & Monitoring
Experience
5+ Years of Experience
Specializations
- Azure
- Exchange
- Endpoint Management
- MS D365
- Active Directory
- MS 365
Timeline
Interim Service Desk Team Lead
NTT DATA Middle East and Africa
12.2023 - Current
Higher Certificate - Information Technology
MANCOSA
01.2022 - 12.2022
Service Desk 2nd Line Agent
NTT DATA Middle East and Africa
08.2021 - 11.2023
Service Desk 2nd Line Agent
Coca-Cola Beverages Africa
05.2019 - 07.2021
Customer Engineer
BCX
06.2017 - 04.2019
Certificate - Project Management
Varsity College
01.2017 - 12.2017
Desktop Support Engineer
NTT DATA Middle East and Africa
02.2015 - 05.2017
Certificate - Network Principles
Damelin
01.2010 - 12.2010
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