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×Rajesh Govan
Service Desk Manager at Datacentrix
Show profile Hide profilePrevious Employment:
I fulfilled a Senior Project Management role, for all business areas within the Loyalty environment at South African Airways (SAA), Voyager. During my time as Head of Operations I was also given a task to design, create and open a fully functioning project office with key & crucial staff members hired to report directly to myself. This office headed up by myself had experienced many successful projects implemented and gained, maintained a steady revenue stream for all business units by streamlining Business & IT processes. My portfolio also had many other duties added to it such as, day to day Management of IT resources, Contract negotiation and finalization with various business partners & Business Analysis which included business process re-engineering for areas of the business that required optimization
I am currently employed at Datacentrix as a Service Desk Manager
I manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Build & obtain (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone and e-mail queues (participating in escalated calls as needed)
Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs.
Previous Employment:
I fulfilled a Senior Project Management role, for all business areas within the Loyalty environment at South African Airways (SAA), Voyager. During my time as Head of Operations I was also given a task to design, create and open a fully functioning project office with key & crucial staff members hired to report directly to myself. This office headed up by myself had experienced many successful projects implemented and gained, maintained a steady revenue stream for all business units by streamlining Business & IT processes. My portfolio also had many other duties added to it such as, day to day Management of IT resources, Contract negotiation and finalization with various business partners & Business Analysis which included business process re-engineering for areas of the business that required optimization
I am currently employed at Datacentrix as a Service Desk Manager
I manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Build & obtain (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone and e-mail queues (participating in escalated calls as needed)
Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs.
