IT Service Desk Agent
Nexio
Midrand, Gauteng
Permanent
Closing Date 29 November 2024 Job Details Division: Technology
Minimum experience: Associate
Company primary industry: Information Technology and Services
Job functional area: Information Technology
Job Description ROLE PURPOSE The Service Desk Agent is the first point of contact for Vodacom/Nexio users and other customers seeking support through telephone, email, or automated systems. With a commitment to delivering high-quality customer service, the IT Service Desk Agent addresses incoming requests, logs detailed information in the Call Logging system, and uses their expertise to resolve issues promptly.
ROLE REQUIREMENT The logging of all requests via telephone and email accurately into the Call Logging System. Manage end to end all calls logged and providing updates to keep customers informed. Include all troubleshooting notes in logged request or incident. Assisting with password resets, account inquiries, Outlook, VPN, APN (3G) issues, and providing basic networking support as needed. This includes monitoring clients' networking environments and handling first-level support for network-related issues. Identify trends by monitoring and analyzing incoming calls, problems and support. Use the required dashboards or views to track and escalate issues seamlessly. Actively monitoring the performance of various systems and network environments to identify and respond to issues quickly, minimizing downtime for our clients. Escalation and management of calls to agreed SLA's. Avoid requests from breaching target to meet client's. Manage all Pending UNA requests. Manage all open tickets till closure. Additional Information: The ability to work in a team and to be proactive around self-learning. The ability to work under pressure and to tight deadlines. Willingness to assist with additional tasks given to the team. Interpersonal skills. Good communication skills. Behavioral traits such as attitude, motivation and time management. Required to work shifts (24 x 7 x 365). Be prepared to perform standby duties and work irregular hours if required. TECHNICAL / PROFESSIONAL COMPETENCIES Resolve as many calls as possible on first call resolution. Perform daily health checks in the environment to assure all systems are fully operational. Identify and learn appropriate software used and supported by the organisation. Escalate queries beyond the scope to L3 support. Regularly update and attend to all customer UNA queries and follow UNA process. QUALIFICATIONS & EXPERIENCE Matric/Grade12/ IT Diploma. At least 2-year previous IT Service Desk experience (essential). Excellent language command: English/Afrikaans. Good understanding of basic IT operations (essential). Experience in Remedy Service Desk Tool (advantageous). A+, N+ and ITIL certified (essential). Excellent attendance and punctuality are required. LEADERSHIP COMPETENCY REQUIREMENTS Technical Proficiency. Networking Knowledge. Customer Service Skills. Attention to Detail. Exceptional team working skills. Excellent verbal and written communication skills. Basic Security Awareness.
#J-18808-Ljbffr