Bekker Niekerk

Bekker van Niekerk Contact Information: Email:-Phone: +27 82 - LinkedIn: www.linkedin.com/in/bekker-van-niekerk-132a33164 PROFESSIONAL SUMMARY I am an experienced Service Desk Manager with a strong background in the IT sector, specializing in customer support and service delivery. With over 25 years of experience working within this field, I have developed extensive knowledge and skills that allow me to effectively manage complex technical environments. My career has been focused on providing exceptional customer service while also maintaining high standards for operational efficiency. My expertise lies not only in managing day-to-day operations but also identifying areas for improvement and implementing effective solutions to enhance overall performance. As a natural leader, I excel at building productive teams by fostering open communication channels and promoting collaboration among team members. Through my hands-on approach to leadership, I ensure that all team members are motivated, engaged, and equipped with the necessary tools to deliver outstanding results. In addition to my people management skills, I possess deep technical proficiencies across various systems including help desk ticketing software such as Helix and Service Now. I have experience in Incident-, Change- and Problem Management. This allows me to provide guidance when needed while ensuring seamless incident resolution processes for our customers' satisfaction. One of my greatest strengths is my ability to anticipate potential problems before they arise through thorough analysis of data trends coupled with proactive planning strategies. Additionally, whether it's developing training programs or creating efficient workflows – no task is too big nor small if it contributes towards streamlining internal processes whilst enhancing external relationships. I am now seeking a challenging position where I can utilize my skills and experience to drive the success of an esteemed organization while also furthering personal development. Professional Experience: Technical Service Desk Manager BCX, Cape Town 11/2013 – 31 October 2024 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. Team Leader – IT Technical Support Pioneer Foods & Quantum Foods, Paarl 03/2010 – 11/2013 (IT Department was outsourced to BCX) Fully responsible for overall operations and management of the Pioneer IT Support Desk. Ensure the confidentiality of all data and information related to Active Directory and refrain from disclosing any proprietary information without appropriate authorization from Pioneer Foods. SLA Management – Ensure that service level agreements (SLAs) between Pioneer Foods IT and the business are fulfilled. Oversee the daily operations of the IT Support Desk in accordance with ITIL best practices. Call Management – Ensure that calls are updated regularly and effectively, and provide users with feedback on logged incidents. Quality Assurance. Problem Management – Collaborate with other teams to resolve issues and conduct root cause analyses. Support account managers and SIMS with senior clients to guarantee prompt and high-quality service. Confirm that resources are informed and trained to assist with rollouts and projects. Ensure that third-party vendors resolve calls within the agreed-upon SLAs. Implement regular improvements to current processes and practices. Assist team members with their professional development programs. Guide the development of the skills matrix. Manage incidents, changes, and problems effectively. Systems Engineer – Network Services Dimension Data, Paarl 09/2007 – 03/2010 (IT Department was insourced to Pioneer Foods) Take full responsibility for the overall operations and management of Network Infrastructure Services, including Microsoft Active Directory, DNS, DHCP, and Printer Management. Provide comprehensive technical expertise in the installation, implementation, and operation of all hardware and software to ensure dependable Network Infrastructure Services. Plan all operational activities, including maintenance downtime, hardware and software installations, while monitoring workflow and addressing day-to-day technical and operational issues. Ensure adherence to the standards and protocols outlined in the Pioneer Architecture. BackOffice Engineer – Network Services Dimension Data, Paarl 09/2005 – 09/2007 (Internal move within Dimension Data) Verify that all branch servers are installed correctly and performing to specifications, including uptime. Maintain and install hardware and software according to the specifications and standards set by vendors and internal guidelines. Provide first-line hardware support and second line software support. Ensure that all processes are consistently documented. Establish and maintain security policies within the server environment. Manage software inventory to ensure that only licensed software is used throughout the organization. Handle software loading and distribution. Systems Engineer – Desktop & Software Dimension Data, Paarl 10/2002 – 09/2005 (Internal move within Dimension Data) Coordinate with the cabling company and network teams for new installations and maintenance. Oversee cabling work and ensure compliance with standards. Install hardware components. Map client sites in preparation for rollouts. Build, test and install servers following standard procedures. Train users on hardware operation and procedures. Provide first and second-line customer support. Prepare notebooks and standalone PCs according to established standards. Investigate and test new equipment upon client request. Arrange for upgrades as necessary. Network Administrator, Programmer & Systems Engineer. South African Dried Fruit, Wellington 01/1996 – 10/2002 (IT Department was outsourced to Dimension Data) Support and maintain the SAD network. Deliver first, second, and third-line support to over 200 end-users. Participated in an NT WAN rollout involving 10 LANs and 200 workstations. Upgraded all NT 4.0 servers to Windows 2000 Server. Deployed 20 laptops with automated installation processes for Windows 2000 Professional and other in-house applications, and managed their maintenance. Deployed 10 laptops with automated installation processes for Windows 98 and other in-house applications. Program in IDMS Cobol on an ICL Mainframe. Focused primarily on writing reports in our STATS system for sales figures. Skills: Call Management Quality Management Incident Management Change Management Problem Management Project Management Task Management Customer Relationship Management Teamwork Time management Telephony Systems (Mitel, Genesys, Cisco Call Manager) Call Logging Systems (Helix, Snow) Education: National Diploma – Information Technology Cape Technikon, Cape Town. Certifications: MCSE Certified ITIL Certified References Karen Collison Team Leader, Incident Manager BCX Email-Phone: +27 65 - Anton Harmse System Engineer BCX Email-Phone: +27 84 - Korsten Bezuidenhout Senior SIM for Pioneer Foods & PepsiCo BCX Email:- Phone: - Niel Doering Manager: Technical Support BCX Email:- Phone: +27 65 -