Candice Abrahamse

Service Delivery Manager

Clients! Clients! Clients! That, in a nutshell, sums up my priority. And as my job title clearly indicates I am all about service …. always focussed on responding to clients’ needs and delivering a service that is professional.

Client service is at the heart of what I do. And I know that the customer’s experience and satisfaction level is all that matters and is the only measure of my success. For me to impact the customer’s experience I have to invest in client relationships and develop an understanding of firstly, the client and secondly, the client’s IT environment and business operation. As a people’s person with a technical leaning, I strive to deliver an IT support service that the client experiences as user-friendly, insightful and responsive. I understand that down time is down time and that frustration accompanies a disrupted working environment.

I believe that all my customers (regardless of the size of the operation) are serious about their business operations and every one of them wants to be ALWAYS ON, ALWAYS CONNECTED AND ALWAYS PROTECTED. Sharing those business goals with my clients is what drives me to respond attentively and with urgency… with the focus being on solutions and end-results, above everything else. My formula in the IT service delivery game is a make-it-happen attitude combined with a techno savvy mindset that has been trained ever since I entered the IT industry more than 15 years ago. And I am committed to remaining on a lifelong path of industry-related learning so that I can remain competitive and relevant in the industry.

Much of what I do in my daily work is a juggling act, often getting equipment and materials from multiple suppliers to multiple work sites and orchestrating work programmes of multiple players so that the right person is able to do the right job at the right place and at the right time. The Services Desk of the Company is, in a sense, the nerve center of our business operation and keeping a finger on the pulse is key to what I do. This is a portfolio that pulsates and I am charged with keeping service delivery on track and maintaining a semblance of order and calm so that any upgrade that we implement takes places as seamlessly as possible, with least possible disruption to the client’s environment. There is nothing pedestrian about what I do and it is the pace of the job that drives me and keeps me motivated. I love it when a plan comes together!

What gives me confidence in the Company’s service? Knowledge and expertise. The Company is committed to a programme of continuous training and development and our team is constantly taking Vendor-specific training courses and international examinations to keep up to date with current technologies. Knowing that every level of support that we offer – from the Helpdesk to the Solutions Architect – is backed by professional certification assures me that we are qualified to provide expert solutions. I am very fortunate to have our long-serving technical management team, comprising Brandon Abrahamse and Rudi Assegaai, providing technical leadership. And thus, when I assign a Systems Engineer to a call, I am able to do so with confidence.

For me, though, professional certification is not enough to please and reassure the client. What gives our clients a sense of comfort is that small company feel that we offer. Our CEO, Nathan Dean-Brown sets the tone in providing customer care and he insists that clients should have a direct line to him, not only through a ‘contact us page’ on the Company website. His commitment to service excellence is part of his DNA and it has filtered down and been engrained in the work ethic of the entire team.

Being accountable for the services that we deliver and taking ownership of our projects is synonymous with the ALWAYS ON I.T. brand to which I am committed. It is also a work ethic that has its roots in my family home in which my God-fearing parents fostered values of diligence and hard work and inspired steadfastness and loyalty.