Zaheeda Cassim

A skilled and dedicated Service Owner with 10 years of experience in leading IT service desk teams. Highly adept in handling complex IT issues, managing service requests, and optimizing customer experience. Proficient in IT service management frameworks like ITIL, and experienced in implementing process improvements and cost-saving measures. Possesses strong leadership, communication, and critical thinking skills.

Name of Company                                      Derivco Pty Ltd

Position                                                         Service Owner

Date                                                               September 2013 to April 2023

 Duties &. Responsibilities

• Manage a team of 2 service desk analysts and 10 service desk engineers that are responsible for handling service requests, incidents, and user queries for 2000+ employees globally (on-site and remote support)
• Monitor the service desk performance metrics, SLAs, and customer satisfaction levels, and make necessary process improvements to optimize service delivery
• Implement ITIL-based incident management processes, resulting in a 25% reduction in incident resolution time and a 50% increase in first-call resolution rate.
• Lead the service desk team through the successful implementation of a new service desk tool, BMC Helix
• Implementing a self-service AI Bot, resulting in a 30% reduction in the volume of service desk calls.
• Developed and delivered training programs to improve the technical and customer service skills of the service desk team, resulting in a 15% increase in customer satisfaction levels.
• Conducted regular performance evaluations of the service desk team members, provided feedback, and identified opportunities for improvement.
• Developed support process improvements that resulted in greater efficiencies.
• Managed yearly department training budget.
• Coachingand Developing Others: Able to coach anddevelop others withrespect to their individual objectives.
• Influencing others by creating a participative, empowered environment: create high performance environments for teams. 
• Empowers teams and individuals. Drives participation byall team members.
• Stress Tolerance: Able to manage highperformance and fastpaced environment. Manages high stress situations  calmly and effectively.
• ResultsOrientation: Sets andachieves ambitious objectives.

Name of Company                                      Derivco Pty Ltd

Position                                                         Desktop Support Engineer

Date                                                               September 2008 to August 2013

Duties &. Responsibilities

• Technical - Troubleshooting & Problem Solving

Name of Company                                      Derivco Pty Ltd

Position                                                         Helpdesk Administrator

Matric 

Service Desk Management