ROLE PURPOSE
The Service desk Engineer L2 (is the first point of contact for Vodacom\Nexio users and customers in request of support via Telephone/email or Automation.
While providing the highest customer service, the engineer answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customers request in a timely fashion.
The engineer provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking of all systems. The engineer will also play a key role in escalating unresolved customer problems, to a Level 3 engineer if it cannot be resolved.
ROLE REQUIREMENT
The logging of all requests via telephone and email accurately into the Remedy SystemManage end to end all calls logged and providing updates to keep customersInclude all troubleshooting notes in logged request or incident.Provide first line support on all customer facing challenges and try and resolve on first call.Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.
Identify trends by monitoring and analysing incoming calls, problems and supportUse the required dashboards or views to track and escalate issues seamlesslyCompile daily health checks within the environment to highlight any challenges or forthcoming attractions.Escalation and management of calls to agreed SLA'sAvoid requests from breaching target to meet client'sManage all Pending UNA requests.Applying pre-build images to standard devicesEnsure the device is correctly prepared before deploymentSet up user profilesConnecting devices to the networkTroubleshoot and repair technical desktop issues On-site or remote connectionSupport for mobile devices (Ipads, Tablets, android devices etc…)Security Compliance for assetsExecutive support ((Dealing with executive requests)Asset Management/ reverse logistics (Asset transfers and keeping the store in order)Asset scrapping JOB SPECIFIC REQUIREMENTS
Resolve as much calls on first call resolutionPerform daily health checks in the environment to assure all systems are fullyIdentify and learn appropriate software used and supported by the organisation.Escalate queries beyond the scope to L3 supportRegularly update and attend to all customer UNA queries and follow UNA process. QUALIFICATIONS & EXPERIENCE
Matric/Grade12Excellent language command: English/AfrikaansGood understanding of basic IT operations (essential)Experience in Remedy Service Desk (advantageous)A+ and N+ certifiedExcellent attendance and punctuality are required LEADERSHIP COMPETENCY REQUIREMENTS Listening SkillsThe Ability to set and execute the vision of the companyPeople SkillsStrategic ThinkingExceptional team managementExcellent verbal and written communication.
Additional Information:
The ability to work in a team and to be proactive around self-learningThe ability to work under pressure and to tight deadlinesWillingness to assist with additional tasks given to the teamInterpersonal skillsGood judgment skillsGood communication skillsBehavioral traits such as attitude, motivation and time managementRequired to work shifts (24 x 7 x 365)Be prepared to perform standby duties and work irregular hours if required
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