Nosipho Angela Kweza ๐ฟ๐ฆ
Service Desk Team Leader at Maitland- Claim this Profile
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English Native or bilingual proficiency
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Xhosa Native or bilingual proficiency
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Zulu Elementary proficiency
Topline Score
Bio
Credentials
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Unlock Your Team's Creativity
LinkedInApr, 2020- Nov, 2024
Experience
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Maitland
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South Africa
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Financial Services
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1 - 100 Employee
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Service Desk Team Leader
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Jan 2020 - Present
โข Provide support to the 1st Level support teamโข Doing standard Service Desk agent functions, i.e. answering of phones, 1st Line support functionsโข Monitor call queues in call logging app i.e. Cherwell and ensure timeous action thereof.โข Manage team effectively to ensure that the predefined SLA is always complied with โข Monitor incoming telephone calls queue and ensuring call answered as agreed โข Ensure number of open calls with the team are attended to and actioned.โข Ensure escalations of Major impact Incidents are done.โข Manage team membersโข Manage staff leave requests to ensure sufficient capacity at all times on the Service Deskโข Ensure team is aware of any major incidents at all times. โข Manage any daily escalations received from users โข Ensure team comply with Maitland ITC Policies and Proceduresโข Ensure calls logged to Vendors are done in agreed timelines and in line with agreed processโข Ensure documentation i.e. of How To etc. are kept up to dateโข Ensure ownership of incidents and requests from start to end.โข Promote consistent use of ICT technologies, processes and governance.โข Design and prepare reports.
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Service Desk Analyst
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Dec 2016 - Dec 2019
Answering Service Desk calls promptly and in a professional and courteous manner;Providing prompt, efficient, detailed, user-oriented service to Maitland Users;Working with other User support teams to ensure a consistent and high-quality level of support;Actively seeking solutions to User needs, communicating trends to management, and suggesting innovative solutions on behalf of the user experience;Monitor Cherwell for tickets assigned to the queuePromptly acknowledge and provide efficient 1st line support for tickets in the queuePromptly acknowledge and route tickets to correct resolver groups where 1st line support is not possible;Communicate and document resolutions;Pro-actively add knowledge to the knowledge base;Log and Complete Cherwell records for ALL calls, accurately and timeouslyImprove the support process by making recommendations;Share client feedback with relevant teams and team members and collaborate to ensure above expectation resultsOther duties as assigned
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Computacenter South Africa
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South Africa
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IT Services and IT Consulting
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1 - 100 Employee
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Senior 1st Line Analyst
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Apr 2012 - Nov 2016
First line support for multiple customers.โข Basic to more in-depth telephone support.โข Incident Management.โข Using Remedy to log calls and assigning to correct resolver groups.โข Acting as first overflow for non primary clients.โข Escalating Priority one calls to correct resolver groups.โข Accurate identification and assignment to resolver groups.โข Mailbox managementโข Proactive development of โFirst Time Fixโ solutions, based on regular review of ticket details, trend analysis reports and technical expertise, to identify re-occurring issues. Listening to calls on Verint system as part of quality assurance Working with escalations
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Western Cape Government
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South Africa
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Government Administration
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700 & Above Employee
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Desktop Technician
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Jun 2011 - Mar 2012
Co-ordinate and dispatch technicians for desktop support and back end migration duties.Manage Desktop/Application Support function (Pre/prior migration) to internal and external clientsensuring callsMonitoring and reporting on operational service performance and issues relatingto quality, and make recommendations where necessary.Report to management, service owners and customers on IT service performance.Effective prioritisation and management of workloads to ensure timely delivery ofall business projects and support work.Assist and input into the construction of Technical Strategies to provide a roadmap (issue log) forbuilding the FTSE infrastructure into the future.Ensure that all standards, policies, processes and procedures are maintained andadhered to.Manning incoming phone calls and Telephonic support for pre/post migrated usersManaging Security Support requests in Active Directory and Console OneRecording all incoming faults and assigning it to relevant support teams across the boardLiaising with all external and internal IT teamsDesktop and Application support for post migrated usersMS Software installationsServer 2008 AdministrationTechnical AD-Hoc assistance
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T-Systems International
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Germany
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IT Services and IT Consulting
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700 & Above Employee
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Service Desk Analyst
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May 2008 - Apr 2011
Logging Incidents on SC4 (Cosima tool)Checking for quality when logging ticketsProviding feedback to clients on progress of callAssigning calls to correct resolver groups/team (Desktop, Network, Email, etc)Liaising with resolver groups and vendors when client needs updateFirst contact resolution of desktop related calls โ (remote assistance)Using remote tools to connect to clients computersLogging Service Requests on SC4 (Service Centre tool)Assigning calls to relevant Desktop Support teamLogging calls coming through via T-systems Service Desk to correct resolver group/teamUnlocking NT passwordsResetting passwordsCreating users on Active DirectoryCreating VPN accountsCreating and editing user accounts on Exchange Server 2007General admin for security helpdesk
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CSC Computer Science Corporation Private Limited
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India
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IT Services and IT Consulting
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1 - 100 Employee
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Service Desk Analyst
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Sep 2007 - May 2008
Logging Incidents on AHD, then USP (call logging tools)Checking for quality when logging ticketsProviding feedback to clients on progress of callAssigning calls to correct resolver groups (Desktop, Network, Email, etc)Liaising with resolver groups and vendors when client needs updateLogging calls coming through via CSC Service Desk Mailbox to correct resolver group/teamUnlocking NT passwordsResetting passwords Logging Incidents on AHD, then USP (call logging tools)Checking for quality when logging ticketsProviding feedback to clients on progress of callAssigning calls to correct resolver groups (Desktop, Network, Email, etc)Liaising with resolver groups and vendors when client needs updateLogging calls coming through via CSC Service Desk Mailbox to correct resolver group/teamUnlocking NT passwordsResetting passwords
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Gijima
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South Africa
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IT Services and IT Consulting
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100 - 200 Employee
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Junior Desktop Technician
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Mar 2006 - Aug 2007
Junior TechnicianWorking in Computer LabInstalling new ComputersInstalling SoftwarePC moves, and successfully connecting them in new locationAsset Management FunctionsInvestigating DeletesDatabase clean-upAssist with ad hoc asset management functionsAssisting clients reporting for cleanup purposes for their environmentAssist clients with Billing queriesManaging, monitoring and actioning requests on Asset Management MailboxApproving records on Change File and Approvals tableLiaising with client via email and telephoneDesktop Support Call Co-ordinatorBucket watchingAssigning CallsCreating child callsCreating quotes and job cardsUpdating calls
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Education
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2008 - 2008
Foster-Melliar
Certificate, Information Technology -
2022 -
Graduate School of Business - University of Cape Town
The New Manager Programme, Business Administration and Management, General -
2018 -
University of South Africa/Universiteit van Suid-Afrika
Higher Certificate in Economic and Management Sciences, Business Administration and Management, General
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