Team Lead: Compliance and IT Governance

• Jun 2021 - Present

Service Desk Analyst

• Nov 2016 - Present

Primary duties and responsibilities: • The Service Desk Analyst is responsible for reporting on SLA compliance in order to assist in managing staff to achieve SLA and OLA timelines.• The role must ensure that the mission and vision of the organisation is cultivated within staff.• The Service Desk Analyst must ensure that they act as Subject Matter Experts dedicated to the guidance and education of the team.• The Service Desk Analyst is responsible for driving SLA achievement and cultivating a culture of excellence.• A key role of a Service Desk Analyst is to ensure communication is primary, not only amongst internal team members, but also to customers externally. Excellent communication must also be developed in regular focus groups facilitated by the Service Desk Analyst.• A Service Desk Analyst is responsible for the guidance of the team when escalation is needed and advising Service Desk Staff on the correct approach toward difficult situations, in order to achieve the most customer-focused approach.• An important part of the overall responsibility of the Service Desk Analyst is to ensure that regular feedback on not only SLA timeline but also various projects underway in the Service Desk environment.• A Service Desk Analyst is responsible for ensuring that procedures and processes are in place so that the Service Desk Staff can be managed along clear guidelines, which guarantee that the Service Desk environment is focused on availability, professionalism and a focus toward performance.• A Service Desk Analyst is responsible for reporting on Service Desk Staff and team performance. Individual and team performance is key in ensuring that quality and service is upheld.• A Service Desk Analyst will be responsible for Microsoft Dynamic CRM Administration

Outsource SME

• Nov 2011 - Oct 2016

• Responsible for day-to-day management of the Service Desk team and for appropriate capacity planning. Setting call centre and customer service targets• Coaches and supports service desk operatives, assesses and records their performance and supports them in their personal professionalization, at pace• Randomly monitoring calls to ensure that standards are high• Managing information and statistics• Take overall responsibility for incident management and request fulfilment on the Service Desk• Ensure that all IT Policies are kept up to date, are communicated to and well understood by affected employees and strictly adhered to• Ensures that daily, weekly, and monthly statistics, status reports, reporting aids are completed and continually modified to meet the needs of the department• Single point of contact for all System Integrations with Third Parties• Service Desk System Training for both internal employees as well as clients• Assists and oversees all SSRS Reports relevant to Service Desk are updated and maintained• Managing a large team of staff from diverse backgrounds• Recruits, hires, and trains new call centre employees• Travels to external clients’ sites to implement new procedures and conduct training sessions: Sole contact point for client integration applications and services• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions

Bookkeeper

• May 2008 - Oct 2011

• Maintain inventory records• Perform bookkeeping services• Prepare purchase orders and expense reports• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes• Classify, record, and summarize numerical and financial data in order to compile and keep financial records, using journals and ledgers or computers• Calculate, prepare, and issue invoices, account statements, and other financial statements according to established procedures• Compile statistical, financial, accounting or auditing reports and tables pertaining to such matters as cash receipts, expenditures, and accounts payable and receivable• Reconcile or note and report discrepancies found in records• Perform financial calculations such as amounts due, interest charges, balances, discounts• Maintains files, including filing of general ledger journal vouchers, accounts payable documentation, and other miscellaneous filings.• Assumes responsibility for effectively researching, tracking, and resolving (or properly referring) accounting or documentation problems and discrepancies• Assist with accounts payable, prepare checks. Capture invoices on system for payment• Generate monthly payments. Reconciliation of creditors accounts• Petty cash, Rebates Receivables, Rebates Allowed & Disallowed

Creditors clerk

• Jan 2004 - Oct 2006