Executive - Service Desk Agent at EXL South Africa

Job Description

Key Responsibilities 

User Support & Incident Resolution

• Provide excellent customer service and first-line support via phone, email, and chat.
• Troubleshoot end-user issues across hardware, software, and networks.
• Ensure timely resolution and accurate incident documentation.

Leadership & Mentorship

• Act as a technical point of escalation within the team
• Set a positive example in behavior, adherence, and work ethic.

Process Adherence & Improvement

• Follow and improve service desk procedures.
• Identify recurring issues and contribute to root cause analysis.
• Create and maintain knowledge base articles and process documents.

Collaboration

• Communicate clearly with users and escalate effectively when needed.
• Work closely with other IT teams to ensure cross-functional alignment.

Responsibilities

Key Responsibilities 

User Support & Incident Resolution

• Provide excellent customer service and first-line support via phone, email, and chat.
• Troubleshoot end-user issues across hardware, software, and networks.
• Ensure timely resolution and accurate incident documentation.

Leadership & Mentorship

• Act as a technical point of escalation within the team
• Set a positive example in behavior, adherence, and work ethic.

Process Adherence & Improvement

• Follow and improve service desk procedures.
• Identify recurring issues and contribute to root cause analysis.
• Create and maintain knowledge base articles and process documents.

Collaboration

• Communicate clearly with users and escalate effectively when needed.
• Work closely with other IT teams to ensure cross-functional alignment.

Qualifications

Qualifications & Requirements (Internal Candidates)

• Solid understanding of ITIL processes and experience with ServiceNow.
• Strong troubleshooting experience with Windows, networking, and hardware.
• Excellent communication and interpersonal skills.