Thembisile Shongwe

 Perform team related Human Resource activities with regards to; Staff Recruitment, Leave Management and 
Performance Management 
• Ensure all new staff are onboarded/offboarded at Pink Elephant as well as Customer during the joining and leaving 
process respectively. 
• Create, distribute, publish, and manage the monthly staff roster to be aligned and optimized taking considering the 
customer needs, peak periods and within the labour laws of South Africa. 
• Manage and motivate Service Desk staff to ensure optimal performance against agreed targets daily. • Provide inputs to 
the consistent and fair application of reward and recognition as well as disciplinary processes. • Identify team training 
and development requirements, formulate appropriate plans, and drive the execution thereof. • Create, maintain, and 
improve a high-performance team environment. 
• Ensure staff are enabled to perform their tasks ensuring; their equipment is always in good working state as well their 
relevant access to tools and client system are always working. 
• Is the direct first escalation point for the staff and Directly reporting into the allocated SDM for the account and will be 
working closely with him/her towards one common goal, customer service excellence 
• Ensure the effective management of compliments and complaints with the team and provide inputs to the SDM for 
feedback to the customer. 
• Ensure all SDAs are trained on the SOP’s, processes, and other customer related documents in use by the Service Desk 
as well signed off by everyone. 
• Ensure all SD SOP’s/Processes with regards to the customer are updated with incorporation of the SME and/or SDM for 
respective customer and residing on the agreed single source of storage, i.e., ITSM Tool, SharePoint, or Shared Drive 
• Operationally manage delivery on Service Desk operational objectives SLAs and KPIs related to the allocated team, i.e.,
ASA, Queue Wait Time, MTTR, FCR etc. 
• Ensure continued high levels of customer satisfaction and enforce the optimal use of tool sets, Service Desk standards 
and client specific processes. 
• Identify, escalate, and implement activities to mitigate operational risks and Create the daily/weekly client dashboards 
with performance results and/or as per agreed content with the customer. 
• Manage and improve quality output of team and individual level in conjunction with the Quality Assurance Analyst 
allocated to the account based on the weekly/monthly reports received from the QA analyst. 
• Ensure the team conform to the QA requirements regarding telephone calls and ticket management as per the QA 
Scorecard implemented for the customer. 
• Collaborate with the QA Analyst on continuously maintaining a high level of quality services by means of; attending 
calibration sessions, schedule regular training sessions for staff who requires Q

Cover Letter

Regarding the vacancy that was recently advertised,  I possess excellent Customer Service skills along with the ability to respond to requests from customer promptly via the phone or electronically. I work well in a team, I easily adapt to different surroundings and I am efficient. I’m able to balance speed with accuracy to get the best results, As an experienced Service Desk  Team Leader ,  I’m more than able to be the first point of contact for all of your user enquiries and problems. I’m currently managing a team of 8 service desk agents and an assistant to a SDM who managers 27 engineers ,In addition to all the above, I have vast amount of patience, superb listening skills and a professional telephone manner that allows me to communicate clearly, concisely and precisely. I can comfortably work as part of a team, multi-tasking, prioritizing and coordinating several activities at once. My key strength is being able to take control of a situation and resolve it with the minimal amount of disruption to normal business operations.  I have also been given the opportunity to be a Project Manager and a year after I was appointment as a Service Desk Team Leader, I would like to join a company like yours that is known for its high caliber of staff and great work environment. If after reading my attached CV, you feel that I may be a potential candidate for your vacancy then please feel free to contact me at any time. I have recently travelled to Poland to set up a new project with the team that I will be liaising with regarding a new project that I am handling, my team will be handing it in our South African office together with our Poland and India team.

My Skills

·        Staff hiring, coaching, training and supervising

·        Escalated issue management

·        User support, service, and satisfaction

·        Customer service excellence

·        Process and procedure development in the department

·        Ticket management

·        Staff scheduling and workflow management

·        Quality Assurance

·        SLA strict adherence

·        Creating of Excel Reports

·        Creating of team documents reports to monitor performance

·        Creating of Customer Satisfaction Reports

·        Vendor Management

Systems

·        Office Suite

·        SAP

·        PowerBI

·        CRM

·        Ticketing System

·        Payroll ( Payspace )

·        AX

·        Node

·        Qlik Sense

·        Amadeus

·        Gerpad

.        Archibus 

I'm currently studying for my Project Management course and waiting for a date for writing ITIL foundation 4