Service Desk Team Leader

Tarien Eygelaar

********@*****.*** – 067-***-****

ID: 930**********

** ****** ***, **********, ***********

PERSONAL STATEMENT

I am a creative person by nature and would like to have the opportunity to work on the more creative side of IT. My aim is to always add to my skillset, which I hope to never stop expanding. I am a hardworking and dedicated person who takes great pride in everything I work on. WORK STRENGTHS

• Fast Learner

• Quick Thinker

• Able to extrapolate from incomplete data

• Productive

• Able to work under pressure

• Able to cope with great amounts of work

• Can manage and lead a group of people

SPECIAL STRENGTHS

• Strong will and Determination

• Assertiveness

• Able to find new ways to solve problems

• A passion for process

SKILLS AQUIRED

• Computer Literacy

• Microsoft Office Literacy

o MS Excel

o MS Word

o MS Power Point

o MS Outlook

• Microsoft Service Manager

• Fresh Desk

• 3 years work experience:

o 2 years in admin and Service Desk

o 1 year in insurance

TRANSPORT

Own transport available.

COMPUTER

Own Lenovo Laptop available. Spec:

• Ideapad 320

• I5

Previously used for work pourposes.

WORK EXPERIENCE

1. Sales & Assistant Bookkeeper – June 2014 – April 2016 Affordable Tyres, Southdale

Responsibilities:

• Understanding and training other employees on the POS system

• Sales

• Cash Register Duties

• Assist with bookkeeping journals

• Hard copy admin

2. Service Desk Team Leader – January 2016 – June 2018 SCS Africa - www.scsafrica.co.za

Kyalami

Responsibilities:

• Managing ticket logging system: all incoming tickets were to be read, sorted according to severity and geographical area and allocated to a technician. All tickets need to be checked for updates from technicians on a daily basis. Once work from the technician has commenced, the call was to be closed. User feedback was then obtained from the affected person and their feedback was analysed.

• Provide first line support: Tickets for e.g. password resets and devices not booting up were dealt with in the Service Desk before being sent to a technician to reduce turnaround time.

• Report on daily, weekly and monthly SLA: converting the data of calls logged, calls closed and user feedback to usable information in the form of tables to present to the client during SLA meetings. There were daily updates, weekly updates and monthly meetings.

• Responsible for the Service Desk as a team: all training of team members, overseeing the quality of team outputs.

• System Administration

• Network Administration

• Telecoms Administration

3. Financial Advisor – July 2018 - Present

Wealth Solutions Capital Consult, Randburg

Responsibilities:

• Financial Advising and Planning

• Cold Calling

• Creating Quotes

EDUCATION

1. Matriculated – January 2011 – December 2011

Hoërskool Noordheuwel, Krugersdorp

2. BOptom, Optometry – January 2012 – December 2012 University of Johannesburg

3. BioSculpture – April 2013 – August 2013

BioSculpture West Rand, Roodepoort

4. Business Management – January 2014 – December 2015 Boston City Campus/UNISA, Roodepoort

5. Practical Bookkeeping – January 2015 – April 2015 Financial Management Institute, Roodepoort

6. Discovery Institute of Training – July 2018

Discovery Institute of Training, Sandton

PERSONAL INTERESTS

• Reading – of the fiction variety to create an escape

• Journaling - Bullet Journals to express my daily creativity and practice new skills

• Painting – on anything

• DIY projects – to simplify and beatify

• Gym – to care for my health

• Yoga – For Body, Mind and Soul

• Recycling – Reducing my footprint on the earth

REFERENCES

Hein Eygelaar: 084-***-**** – COO at SCS Africa

Amar Narotam: 083-***-**** – Mentor at WSCC

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