HAWA I. JORY
Dar es Salaam
Summary
Detail oriented IT service desk administrator and customer operations Supervisor with extensive experience in customer support, incident management and customer service operations., Skilled in managing IT service desk operations, resolving user incidents, coordinating escalations, and maintaining high service standards in fast-paced environments. Proven ability to work effectively in high-volume operational environments while ensuring efficient issue resolution and excellent user satisfaction.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work history
IT Service Desk Administrator
SportPesa Tanzania Ltd
2024.05 - 2026.03
- Manage IT service desk tickets and ensure incidents and service requests are resolved within defined SLAs.
- Coordinate with technical teams to resolve infrastructure or application issues.
- Handle incident escalation and communicate service disruptions to relevant stakeholders.
- Support change management processes by coordinating planned system changes and deployments.
- Prepare operational reports and analyse service desk performance metrics.
Call Centre Supervisor
SportPesa Tanzania Ltd
2018.02 - 2024.05
- Managed daily call centre operations and supported agents in achieving performance targets.
- Provided technical and procedural support for system-related issues.
- Managed escalations and identified operational gaps to improve processes.
- Prepared operational reports and conducted performance data analysis.
- Coached and mentored staff to enhance productivity and service delivery.
Customer Service Representative
SportPesa Tanzania Ltd
2017.09 - 2018.01
- Responded to customer inquiries and provided timely solutions.
- Guided users in resolving technical and account-related issues.
- Educated customers on digital products and services.
- Maintained accurate customer records and supported service improvement initiatives.
Recruitment Sub-Consultant
Lindam Group Ltd
2016.06 - 2016.07
- Shortlisted applications for recruitment cycles.
- Prepared candidates and participated in interview sessions.
Customer Service Officer
Ecobank Tanzania Ltd
2012.09 - 2013.10
- Delivered frontline banking services including account opening, inquiries, and card services.
- Provided clients with accurate product advice and referrals.
- Promoted electronic banking services to customers.
- Built strong client relationships to support retention and sales goals.
HR Support
Ecobank Tanzania Ltd
2011.02 - 2012.09
- Shortlisted candidates for recruitment processes.
- Prepared employment contracts and HR documentation.
- Maintained HR filing systems and databases.
- Planned and facilitated training and induction programs.
- Supported payroll processes including NSSF, PPF, and PAYE.
Education
Postgraduate Diploma - Economic Diplomacy
Centre for Foreign Relations
2011.01 - 2013.01
Bachelor of Arts - Political Science & Philosophy
University of Dar es Salaam
2007.01 - 2010.01
Skills
- IT Service Desk Operations
- Incident Management & Escalations
- Customer Service Excellence
- Call Centre Systems & User Support
- Communication & Interpersonal Skills
- High-Volume Multi-tasking
- Strong communication and teamwork abilities
- Ability to work efficiently under pressure and in fast-paced environments
- Detail oriented with strong analytical and problem-solving skills
- Self-motivated and results driven professional
REFERENCES
Available upon request.
Timeline
IT Service Desk Administrator
SportPesa Tanzania Ltd
2024.05 - 2026.03
Call Centre Supervisor
SportPesa Tanzania Ltd
2018.02 - 2024.05
Customer Service Representative
SportPesa Tanzania Ltd
2017.09 - 2018.01
Recruitment Sub-Consultant
Lindam Group Ltd
2016.06 - 2016.07
Customer Service Officer
Ecobank Tanzania Ltd
2012.09 - 2013.10
HR Support
Ecobank Tanzania Ltd
2011.02 - 2012.09
Postgraduate Diploma - Economic Diplomacy
Centre for Foreign Relations
2011.01 - 2013.01
Bachelor of Arts - Political Science & Philosophy
University of Dar es Salaam
2007.01 - 2010.01