Aylin Botha

Aylin Botha

Helpdesk Manager

Pretoria East, Pretoria, Gauteng, South Africa, 0081
English, French, Afrikaans, Turkish




I am a passionate, multilingual Helpdesk Manager in the e-learning industry. A post-graduate from the University of Pretoria with an Honours degree in Business Management and a second degree in Human Resource Management. I am a focused, young professional with 4 years of customer relations experience which allows me to work confidently with versatile people and be results-driven.

Work Experience

Work Experience

  • Helpdesk ManagerITSI

    Jul, 2016 - Present

    Manage a team of support consultants who troubleshoot and resolve ITSI Systems issues. Ensure Helpdesk staff use the required tools and software to identify, document, track and resolve reported problems. Plan, prioritise and schedule Helpdesk activities to ensure maximum issue resolutions in minimum time. Develop and train Helpdesk staff. Analyse Helpdesk activities and develop tools and process improvements to optimise service and staff performance. Maintain Helpdesk software and make recommendations to improve processes. Manage subordinate staff in the day-to-day performance of their jobs.

    • Started the Helpdesk Department

    • Zoho CRM champion

    • Generate reports for Board members

    • Liason between system users and developers

    • Establish reporting structures

    • Relationship management with existing clients

    • Escalation of problems to developers

    • Identify and conduct Helpdesk training

    • Consistent 96% positive customer rating across department

    • Identify and address needs and opportunities within the company

  • Support Consultant402-955-3478

    Nov, 2015 - Jun, 20168 months

    Supporting schools and educators with Information Technology in the education environment.

    • Implement 21st century learning at schools

    • Train educators on ITSI System

    • System troubleshooting

    • Progress reports on clients

    • Escalation of bugs in system

  • Assistant Lecturer4092893379

    Feb, 2014 - Nov, 201410 months

    General office administration, handling of student enquiries, research assistance to academic staff, marking of undergraduate test and examination papers.

  • Quality Assurance513-480-7399

    Aug, 2013 - Apr, 20149 months

    Certify that developed E-pubs are consistent with the pdf textbooks.



  • Communication
  • Administration
  • Time Management
  • Customer Relations
  • Reporting
  • Coaching


  • Bcom Business Management, Honours, University of Pretoria

    Jan, 2014 - Nov, 2014

  • Bcom Human Resource Management, Degree, University of Pretoria

    Jan, 2011 - Nov, 2013

  • Voice & Telepersonality Programme, Course, The Voice Clinic

    May, 2018 - May, 2018

Volunteer Work

Volunteer Work

  • Social Committee, ITSI

    Jan, 2015 - Jan, 2016

    Arranged well-attended monthly social events for the company, including the year end function. Created and maintained a positive organisational culture throughout.



  • Sports

  • Travel

  • Socialising

  • Outreaches