Service Desk Agent at Nexio

ROLE PURPOSE

• The Service Desk Agent (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 customer's 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 System
• Manage end to end all calls logged and providing updates to keep customers
• Include 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 support
• Use the required dashboards or views to track and escalate issues seamlessly
• Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.
• Escalation and management of calls to agreed SLA’s
• Avoid requests from breaching target to meet client’s satisfaction.
• Manage all Pending UNA requests.

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 judgment 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 much calls 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

QUALIFICATIONS & EXPERIENCE

• Matric/Grade12
• Excellent language command: English/Afrikaans
• Good understanding of basic IT operations (essential)
• Experience in Remedy Service Desk (advantageous)
• A+ and N+ certified
• Excellent attendance and punctuality are required.

LEADERSHIP COMPETENCY REQUIREMENTS

• Listening Skills
• The Ability to set and execute the vision of the company
• People Skills
• Strategic Thinking
• Exceptional team management
• Excellent verbal and written communication.