Senior Service Desk Agents at EXL South Africa

Job Description
User Support:

• Provide exceptional customer service by promptly addressing and resolving IT-related inquiries, incidents, and service requests via various channels (phone, email, chat, etc.).
• Guide users through troubleshooting processes, step-by-step, to identify and resolve technical issues.
• Collaborate with users to gather detailed information about issues, ensuring accurate documentation for further analysis and escalation.

Triaging and Technical Troubleshooting:

• Diagnose hardware, software, and network-related problems, and implement effective solutions.
• Utilize remote desktop tools to access and troubleshoot end-user devices and systems.
• Escalate complex issues to appropriate internal teams or vendors for further investigation and resolution.

Incident Management:

• Follow established incident management processes to ensure timely resolution and minimize downtime.
• Prioritize and categorize incidents based on their severity and impact on business operations.
• Provide timely updates to users regarding the status and progress of their reported issues.

Documentation:

• Maintain accurate records of all incidents, service requests, and troubleshooting steps in the IT service management system.
• Create and update knowledge base articles to assist users in self-service issue resolution.

Software and Application Support:

• Assist users with software installations, updates, and configuration changes.
• Troubleshoot issues related to business applications, collaborating with application owners or development teams as needed.

Communication:

• Clearly communicate technical information to both technical and non-technical users.
• Provide clear and concise instructions for users to follow in order to resolve their issues.

Continuous Improvement:

• Identify recurring issues and contribute to proactive problem-solving to prevent future occurrences.
• Suggest process improvements to enhance the efficiency and effectiveness of the IT service desk operations.

QUALIFICATIONS

• Education: Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Experience: A minimum of 2 to 3 years of experience in an IT service desk or technical support role.
• Other Qualifications/Exp:  ITIL Foundation and ServiceNow 
• Technical Skills:

• Proficiency in operating systems such as Windows and macOS.
• Familiarity with hardware troubleshooting for desktops, laptops, printers, and peripherals.
• Basic understanding of networking concepts, protocols, and configurations.
• Experience with remote desktop tools and IT service management software.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical and problem-solving abilities.
• Customer Focus: Demonstrated commitment to providing exceptional customer service.
• Team Player: Ability to collaborate effectively within a team and across departments.
• Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
• Adaptability: Able to work in a fast-paced environment and adapt to changing technologies.