Microsoft Certified: Dynamics 365 Fundamentals (ERP)

Microsoft Certified: Dynamics 365 Fundamentals

TechDirect 1000 Client Foundations 2017

CompTIA A+

Microsoft Certified: Azure Fundamentals

TechDirect 1000 Enterprise Foundations 2017

Introduction to SUSE Linux Enterprise Server (SLES)

Introduction to CIP

Microsoft Certified Dynamics 365 Fundamentals (CRM)

Zendesk Customer Service Professional Certificate

Missionary

Seminary Teacher

Institute Teacher

Employment Resource Centre Co-ordinator (ERC)

Intern

Certificate

Bachelor of Commerce - BCom

Higher Certificate

𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲: Act as the primary point of contact for client requests, ensuring all tickets are diagnosed and validated against strict Service Level Agreements (SLAs).
𝐑𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞: Consistently achieve high First Call Resolution (FCR) rates by utilizing standard operating procedures and sound technical judgment.
𝐒𝐭𝐚𝐤𝐞𝐡𝐨𝐥𝐝𝐞𝐫 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Orchestrate communication between clients and internal resolver groups to provide transparent, timely updates on complex technical issues.
𝐂𝐨𝐧𝐭𝐢𝐧𝐮𝐨𝐮𝐬 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭: Proactively identify process gaps and author new knowledge base articles to streamline desk operations.
𝐑𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠 & 𝐀𝐧𝐚𝐥𝐲𝐬𝐢𝐬: Generate and analyze breach and aging reports to maintain operational health and ensure zero service lapses

Service Desk 2nd Line Agent

Customer Engineer

Desktop Support Engineer

Team Leadership: Manage and mentor a team of Service Desk Agents and Team Leads, overseeing resource allocation, attendance, and daily operational planning.
Operational Excellence: Drive the full incident management lifecycle, ensuring high standards for ticket categorization, prioritization, and deep-root diagnosis.
Performance Management: Facilitate daily huddles to identify performance bottlenecks and implement real-time solutions to enhance service delivery.
Talent Development: Cultivate a "service excellence" mindset through targeted coaching, training interventions, and continuous mentorship of junior staff.
Quality Assurance: Oversee the resolution process to ensure client satisfaction and verify that all technical actions are documented for audit and tracking purposes.
Strategic Improvement: Proactively identify process gaps and advocate for structural improvements to reduce backlogs and streamline escalation paths.

Service Desk Team Lead 2IC

Service Desk Team Lead (2IC) at NTT DATA 🖥️ | BCom in IT Management graduate 🎓 | Homelab & OpenWrt enthusiast building

github

Know about Khayalethu Prudent Nojoko's work experience, education, and much more. Khayalethu Prudent Nojoko