11 years' in IT Industry ● Currently Group IT Service Desk and Desktop Supervisor, reporting to the IT Operations Manager at one of largest insurance companies in South Africa, Clientele life ●Highly skilled across the IT spectrum–Technical, Management Reporting (Change Control and Incident Management),SLA Management, Process control management, Customer ,Vendor Management, Resource Planning, Cost Savings, Business Alignment.
I have worked in different Companies in the Information Technology industry in a bid to gain hands-on experience and sharpen my expertise in the field. Most of this expertise I gained whilst working for Discovery Health, as I was exposed to different operational support environments that were willing to teach and guide as far as practical technical experience, coupled with Helpdesk/Call Centre exposure and ITIL methodology were concerned. I further endeavoured to move to a different sector in a bid to widen my knowledge as far as different brands were concerned, thus the move to Clientele life. From these experiences, I can say I have gained valuable competencies in the Service Centre environment and to support the development of processes, procedures and tools to achieve the control required for incident and service level management and to provide a management/mentoring function to a team of service desk agents, ensuring day-to-day results in delivering superior customer services through supervision, coaching and coordinating.
I consider myself to be a
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