Musa Ndobe

Coordinate the response to IT incidents, ensuring timely resolution
and communication with affected users.
 Conduct root cause analysis for recurring issues and develop
action plans to prevent future occurrences.
 Maintain an incident management database and ensure accurate
documentation of all support

Oversee the day-to-day operations of the IT service desk,
ensuring timely and effective resolution of support requests.
 Implement and maintain service desk processes, procedures, and
best practices.
 Monitor service desk performance metrics and ensure adherence
to service level agreements (SLAs).

Ensure the delivery of exceptional customer service, addressing
user issues and concerns promptly and professionally.
 Develop and implement strategies to improve user satisfaction
and service quality.

Prepare and present regular reports on service desk performance,
including key metrics and trends.
 Analyze support data to identify areas for improvement and make

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data-driven decisions.
 Provide insights and recommendations to senior management
based on analysis
 Act as an escalation point for complex or high-priority issues

Coordinate the response to IT incidents, ensuring timely resolution
and communication with affected users.
 Conduct root cause analysis for recurring issues and develop
action plans to prevent future occurrences.
 Maintain an incident management database and ensure accurate
documentation of all support activities.

Ensure compliance with all IT policies, procedures, and regulatory
requirements.
 Implement and maintain security best practices within the service
desk operations.
 Conduct regular audits and assessments to ensure adherence to
compliance standards

• To ensure maximum availability of the service desk thus enabling business to access the first point of contact to IT
• License Management: Maintain meticulous records of all software licenses to ensure compliance with Microsoft's licensing terms
• Software assets management and Assets management with Snow
• To ensure a high first line call resolution is achieved at first point of contact thus ensuring speedy turnaround times are achieved
• To ensure that all performance management and training needs of staff in the Service Desk unit are met
• To ensure service continuity by accurately categorizing, prioritizing, allocating and resolving service requests and incidents to deliver on current SLAs maintain continuous high-level customer service
• To develop SOPs and generate inputs into monthly reports to report on performance and compliance
• To inform the Senior managers of the operational budget requirements for the support unit to improve operational efficiency
• To manage all staff, leave service requests to ensure that requests do not hamper operational activities
• To ensure resource availability during business hours and attend to escalations by supervising the stand-by service
• To ensure the optimal use of toolsets, service desk standards and client specific processes aligned to ITIL best practice
• Improve customer service experience, create engaged customers, and facilitate organic growth
• Keep accurate records and document customer service actions and discussions
• Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Manage all IT Projects with Jira Provide project updates on a consistent basis to various stakeholders about strategy
• Develop, implement, and review operational policies and procedures
• Assist HR with recruiting when necessary
• Ad Management
• Office 365 Administration Management

• Managed the operation of Service Desk personnel to provide support to 3800 users
• Led in development of strategic directions for teams to address critical business needs
• Formed and facilitate root cause analysis teams as needed
• Managed SLAs for the entire team are, communicate clear expectations to customers regarding response and resolution times
• Server Maintenance Management, Draft report for server maintenance
• Manage office 365 portal
• Present Monthly Management Report to IT Manager and CIO
• Apply best practice Office 365 security and compliance configuration
• Mentor and assist team members when required
• Resolving escalations and problem calls
• Assess supported customer environments with a view to suggesting initiatives that could serve to improve the levels of support and service we provide as a team
• Root-cause analysis for complex issues as per the problem management process
• Proactive monitoring, evaluating, recommending, testing of new and existing platforms, Service Desk / Help desk
• Incident, Change and Problem Management
• Provide IT Support to all Users within company
• Provide the appropriate assistance to all IT Related Issues, and when a resolution is not provided, escalate when applicable
• Troubleshoot issues that are raised to the Service Desk
• Ensuring 100% accuracy in the service desk platform, including tickets, tasks, to-dos, and other elements
• Ensuring inbound channels for customer queries are active, operational, and manned adequately at all required hours
• Ensuring all customer communication is fast, accurate, and informative
• Critical incident management
• Weekly and monthly reporting
• Continuous improvement of systems and processes
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation
• Infrastructure Management: Managing the organization's I&T infrastructure, which includes servers, storage, networks, end-user devices and other hardware components
• Ensure optimization and maintenance of infrastructure
• Systems Management: Managing the organization's I&T systems, which include software applications, databases, and other critical systems
• Vendor Management: Managing relationships with I&T vendors and service providers, monitoring service level agreements, and ensuring that vendors are meeting the organization's needs
• Provide guidance and support to the I&T help desk and other I&T support staff
• Ad Management and creation of new users

• Monitored server performance using advanced diagnostic tools leading to proactive identification of potential bottlenecks before impacting operations negatively
• Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints
• Implemented desktop imaging strategies that expedited new employee onboarding process thereby minimizing downtime
• Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution
• Apply policies and manage user and computer accounts through Microsoft Group Policy
• Build and maintain effective relationships with key stakeholders, displaying sound abilities to communicate at all levels
• Act as the primary interface managing the services relationship between the clients
• Operations performance, including: Service Improvement Plans
• Establish, monitor, and report Service Delivery Reports
• Escalation management and Reporting
• Meeting Management with Clients
• Major Incidents - Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams
• Use influence and negotiation to achieve win-win outcomes
• Liaise with key stakeholders to track progress on tasks, manage expectations and ensure internal clients' needs are met
• Leave management
• Configure servers for security vulnerability scanning and install security patches on compromised servers every week
• Assist with resolving critical alerts (Security and Infrastructure) with regards to the ICT
• Log and manage service requests and escalate major and critical incidents to the Systems Administrator Team Leader or to
• Follow up on logged service requests and helpdesk escalations
• Support internal and external users with connectivity to the relevant system
• Liaise with service providers and users on the progress of service requests
• Adhere to Change control procedures throughout the lifecycle
• Makes decisions independently, within area of responsibility without unnecessarily referring to others

• Responding to client support requests
• Contacting clients to find out the nature of the problem
• Troubleshooting hardware and software issues
• Installing and maintaining hardware and computer peripherals
• Troubleshooting networking and connection issues
• Ad Management and Creation of new users and joining Pc to Domain
• 3rd Party Software Support
• Operating System Install / Configure and Maintain
• AP management and Router set-up
• Onsite User Support
• Microsoft Windows & Office Application Support and Installation
• Windows Server Management & Administration
• Microsoft Office 365 Administration
• Install, configure, and support end-user IT hardware and software within acceptable response times
• Manage users on systems (reset passwords, create new accounts etc)

• Provide technical user/system support for desktops/laptops and user computing environment
• Perform installations of hardware and software and Server support
• Assist users via Service Desk process
• Upgrades, maintenance, and repairs on hardware
• 1st Level troubleshooting and repair for domains, NOS, Networking, and applications
• Monitor and administration of printing system
• Scanners support (Mc67, Mc65, RFID Scanners, C70.C71)
• Adhere to internal Administration & Operational processes
• Advise and assist regarding the procurement of all ICT equipment and consumables
• Provide a high quality of user support to include Desktop support