IT Service Desk Agent at Nexio

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
• 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