Service Desk L1 Agent at Nexio

ROLE PURPOSE

The Service Desk Agent L1 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 service desk agent answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customers request in a timely fashion.

The Service desk agent provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking of all systems. The Service desk agent will also play a key role in escalating unresolved customer problems, to a Level 2 or 3 engineer if it cannot be resolved at first line support.

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 informed.
• 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 requests.
• 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
• Behavioural 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

JOB SPECIFIC REQUIREMENTS

• Resolve as much calls on first call resolution
• Perform daily health checks in the environment to assure all systems are fully functional.
• Identify and learn appropriate software used and supported by the organisation.
• Escalate queries beyond the scope to L2 or L3 support
• Regularly update and attend to all customer UNA queries and follow UNA process.

QUALIFICATIONS & EXPERIENCE

• Matric/Grade12
•  At least 1-year previous call center experience (advantageous)
• 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 skills.
• Exceptional team management skills.
• Excellent verbal and written communication.