Bekker Niekerk

• I oversee and lead five IT Service Desk teams, with some operating on client sites and others in a hybrid model. Our teams provide support for various clients, including notable names like PepsiCo, Sanlam, Volkswagen, RFG (Rhodes Food Group), and Heineken (Distell).

• I inspire my team members to achieve optimal SLA targets while maintaining a high standard of quality.

• Set work standards and manage the day-to-day operational activities of team members. 

• Organize the assignment of team responsibilities and HR-related tasks.

• Oversee and assess the overall performance of the BCX Service Desks team in the Western Cape.

• I conduct training and facilitate skills transfer.

• Incident Management – Oversee the resolution of critical and high-priority calls, ensuring swift response times, efficient troubleshooting, and proper escalation to minimize service disruptions

• Customer Relationship Management – Build, maintain, and strengthen relationships with customers, ensuring their needs are met, addressing concerns promptly, and fostering long-term loyalty and satisfaction. 

• Reporting – Prepare and deliver daily, weekly, and monthly reports to teams, management, and clients, ensuring clear communication of performance metrics, progress updates, and key insights.

• Meetings – Participate in daily, weekly, and monthly client operations and SLA review meetings.

• Conduct team visits to keep everyone updated on BCX policies and procedures.

• Collaborate with other BCX teams to ensure customer systems are current and functioning properly.

• Encourage new ideas.