Blessing Oke

· Partner with suppliers to deliver mutually agreed goals, ensure that all information supplied is understood and disseminated appropriately.

· Work with relevant internal owners to ensure all policies, processes and procedures are followed when delivering services.

· Review and measure all performance against agreed metrics and highlight areas for service enhancement to SADM.

· Provide reporting on all aspects of service level management and service delivery and analyze results as required.

· working directly with supplier to understand gaps or failures in reporting.

· Ensure complaint and outage tracking tools are used as required, analysis is performed and proactive actions plans defined.
· Remain well versed in policies, procedures, standards and documentation associated with these, especially developing ITSM knowledge to appropriate level.

· Incident management.

· IT service management processes.

· IT continuity Management

• Install and configure hardware/software and provide support for upgrades and enhancements
• Used ticketing systems to manage and process support actions and requests.
• Communicate plans and progression of issue resolution in a timely manner
• Actively contribute to ongoing process improvement
• Configure, install and support desktop hardware, and software
• Assigned system permissions and set up computers to assist with onboarding new employees
• Document fixes and contribute to the standardization of processes and procedure
• Implements and ensures local compliance in adherence to Corporate Guidelines, Standards and Processes.

• Drive operational improvements which resulted in savings and improved profit margins.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Worked with customers to understand needs and provide excellent service.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Scanned and exported account opening document on Ominiscan work desk in line with KYC requirements.
• Exported customers account data to central processing.
• Handled basic account opening package for maintenance.
• Complete all paperwork, recognizing any discrepancies and addressing them in timely fashion.
• Operate on data entry terminal and automated system.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.