MMANTHABI MARY MANTSHO
Service Desk Support Analyst
Alexandra
Summary
Dynamic and results-driven Customer Service Professional with a robust background in IT and telecommunications. Expertise in managing SLAs, coordinating cross-functional service delivery teams, and ensuring stringent contractual compliance while spearheading continuous improvement initiatives. Proven success in strengthening client relationships, optimizing performance metrics, and driving operational excellence across technical and service domains. Committed to enhancing service quality, boosting operational efficiency, and elevating customer satisfaction through strategic management and collaborative efforts.
Overview
18
18
years of professional experience
Work History
Service Desk Analyst
KUBA PAY
08.2019 - Current
- Act as the single point of contact and escalation for clients regarding service and support issues.
- Ensure adherence to contractual, SLA, and incident management requirements, meeting reporting timelines.
- Conduct remote troubleshooting, diagnose user issues, and ensure timely resolution of escalations.
- Record and analyze technical issues and resolutions; prepare monthly performance summaries.
- Collaborate with internal technical teams to maintain service quality and system uptime.
- Follow-up with clients post-resolution to ensure satisfaction and service restoration.
- Maintained consistent SLA compliance above 95% for key accounts.
- Strengthened client confidence by improving incident turnaround and escalation response time.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
Quality Assurance Analyst
Internet Solutions
11.2016 - 10.2018
- Managed the compilation, validation, and presentation of SLA and OLA reports on a weekly and monthly basis.
- Analyzed incident, request, and change trends to identify service improvement opportunities.
- Conducted quality audits (DACTOR principles) and reviewed CSAT feedback to drive staff development and customer satisfaction.
- Collaborated with Service Management to log and resolve issues through Service Improvement Plans (SIPs).
- Provided detailed productivity and capacity reports to leadership and stakeholders.
- Supported onboarding and coaching of new team members, ensuring process alignment.
- Reduced SLA breaches by 30% through data-driven trend analysis and team coaching.
- Developed improved SLA tracking and reporting templates adopted across multiple teams.
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Reported progress, test metrics and results to project stakeholders.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
Service Desk Analyst
Dimension Data
05.2012 - 10.2016
- Delivered front-line IT support to clients in alignment with ITIL processes for incident, request, and change management.
- Managed escalations and high-priority incidents, ensuring resolution within defined SLAs.
- Maintained communication between clients and technical teams throughout the call lifecycle.
- Escalated recurring issues to management for root cause analysis and process improvement.
- Produced breach reports and trend summaries for management review.
- Consistently achieved SLA targets through proactive incident monitoring and communication.
- Recognized for professionalism and strong client relationship management.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
Customer Service Representative
Aegis BPO Holdings
04.2009 - 02.2012
- Provided end-to-end customer service support, addressing inquiries, complaints, and escalations.
- Processed client requests accurately and ensured efficient problem resolution.
- Maintained accurate call logs and service documentation in line with operational standards.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Tutor
Kumon Education Centre
10.2007 - 11.2008
- Facilitated math tutoring sessions and learner progress monitoring.
- Supported administrative and training activities to ensure smooth daily operations.
Education
ITIL V3 Foundation Certificate -
Torque IT
Johannesburg01.2017
Certificate in Marketing Management - undefined
Boston City Campus
Johannesburg01.2010
Senior Certificate - Matric
Sandown High School
Johannesburg01.2008
Skills
People Management
undefinedReferences
- Leroyd, Bergsteedt, 083 989 9227, KUBA PAY
- Grieta, De Byrun, 082 301 0590, Internet Solutions
- Sydney, Mathebula, 082 457 8355, Dimension Data
CORE COMPETENCIES
- Contract & SLA Management
- Service Delivery & Quality Assurance
- Incident & Problem Management (ITIL-aligned)
- Continuous Improvement & Reporting
- Capacity & Resource Planning
- Third-Party / Vendor Management
- Customer Relationship & Escalation Management
- Data Analysis & Performance Measurement
- Service Improvement Planning (SIPs)
- Team Coaching & Leadership
Timeline
Service Desk Analyst
KUBA PAY
08.2019 - Current
Quality Assurance Analyst
Internet Solutions
11.2016 - 10.2018
Service Desk Analyst
Dimension Data
05.2012 - 10.2016
Customer Service Representative
Aegis BPO Holdings
04.2009 - 02.2012
Tutor
Kumon Education Centre
10.2007 - 11.2008
Certificate in Marketing Management - undefined
Boston City Campus
Senior Certificate - Matric
Sandown High School
ITIL V3 Foundation Certificate -
Torque IT