Service Desk Agent L2

2 weeks ago

Johannesburg, Gauteng, South Africa Nexio Full time

ROLE PURPOSE


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 customer's 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 3 engineer if it cannot be resolved at first line support.


ROLE REQUIREMENT

  • 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
  • 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
  • Manage all Pending UNA requests.

Additional Information:

  • The ability to work in a team and to be proactive around selflearning
  • 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

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 organization.
  • Escalate queries beyond the scope to L3 support
  • Regularly update and attend to all customer UNA queries and follow UNA process.

QUALIFICATIONS & EXPERIENCE

  • Matric/Grade1
  • At least 1year 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
  • Exceptional team management
  • Excellent verbal and written communication.

  • Service Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Dimension Data Full time

    Are you looking for a career where you can make an impact and progress quickly? Are you looking to work in one of the best service desks in the region? Our client is looking for someone who will take charge and lead our team to success**Key Roles and Responsibilities: - Responsible for managing a team of service desk agents. Contribute to the process of...

  • Service Desk Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa iOCO Full time

    JOBNUMBERiOCO02978 CONTRACT TYPEContract STATE/PROVINCEGauteng CONTRACT TYPE:OnSiteThe Role:Are you passionate about delivering exceptional customer service and providing technical support? We're seeking a highly motivated and customer-oriented Service Desk Agent to join our dynamic team at iOCO. As a Service Desk Agent, you'll play a crucial role in...

  • IT Service Desk Supervisor

    2 weeks ago

    Johannesburg, Gauteng, South Africa Tsebo Group Full time

    About Us:As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design,...

  • Mandarin Junior Service Desk Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa Pink Elephant Full time

    Join Our Team as a Mandarin Junior Service Desk AgentAre you a dynamic individual with a passion for communication and a knack for speaking fluent Mandarin? We're on the lookout for someone just like you to join our team and kickstart their career journeyAs an IT Agent, you'll be at the forefront of our operations, using your excellent people skills and...

  • German Junior Service Desk Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa Pink Elephant Full time

    Join Our Team as a German Junior Service Desk AgentAre you a dynamic individual with a passion for communication and a knack for speaking fluent German? We're on the lookout for someone just like you to join our team and kickstart their career journeyAs an IT Agent, you'll be at the forefront of our operations, using your excellent people skills and...

  • Service Desk Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa ADvTECH Full time

    Responsible for Level 1 support of any issue raised by a customer.Education (Formal Qualification required)MinimumGrade 12Knowledge of general accounting / bookkeeping proceduresProficient in relevant computer softwareExperience (Minimum Experience required - type and number of years)Office administration Year(s) 1-3 yearsOutput 1 GSS Service desk Level one...

  • Service Desk Co-ordinator

    2 weeks ago

    Johannesburg, Gauteng, South Africa Upngo Accounting & Bookkeeping Full time

    Main Job PurposeAs a Service Desk Co-ordinator, you'll be responsible for the smooth running of our support desk. The Co-ordinator will deal with customers on an escalation basis and is accountable for the management of the Service Desk and any associated vendors. The Service Desk Co-ordinator will provide information to other key Stakeholder areas e.g....

  • Service Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa ALTRON Document Solution Full time

    JOB PURPOSETo assume responsibility for the effective Management of Managed Print Services (MPS) Service Desk which is associated with Request Fulfilment, Incident Management, Vendor Management, First Line Support and Problem Management that currently consist of a total of 12 employeesKEY RESPONSIBILITIES:Customer Ensure that the basic functions within the...

  • IT Desktop Support and Field Services

    2 weeks ago

    Johannesburg, Gauteng, South Africa Full Circle HR Full time

    We are looking for a variety of positions within the IT spectrum L1 Desktop support Field Service Technician L2 Service Desk Engineer L2 Service Desk Network and Security Engineer.Each of these positions will be within the Microsoft Environment with experience and knowledge of Azure Fundamental's, Azure Administration.Knowledge of Fortigate and CCNA would be...

  • Junior Service Desk Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa ADvTECH Full time

    Overall Purpose of the Job (Please provide a summary of why the job was created and what the main responsibilities are)Responsible for the timely and effective response to IT/System user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing...

  • IT Service Desk Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa Tsebo Group Full time

    About Us:As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design,...

  • IT Service Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa TradeLink Retail Systems Pty Ltd Full time

    1.Technical Proficiency: Jira Administration: Ability to configure and manage Jira workflows, custom fields, permissions, issue types, and other settings to optimize its usage for the service desk. ITIL Knowledge: Familiarity with ITIL processes, particularly Incident, Problem, Change, and Knowledge Management, to align service desk operations with best...

  • Service Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Pink Elephant South Africa Full time

    We are seeking a highly skilled and experienced Service Desk Manager to oversee our service desk operations. The Service Desk Manager will be responsible for leading multiple teams of support specialists, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction.KEY RESPONSIBILITIES: Provide...

  • IT Service Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Pink Elephant Full time

    JOB TITLE - SERVICE DESK MANAGERMAIN RESPONSIBILITIES: Ensure the Delivery and Maintaining of a highquality fault logging and resolution for most Incidents and known problems Ensure the Delivery on High-Quality first and second level support Focus on call answering and firstlevel resolution KPIs Continuous development Ensure the Delivery of highquality call...

  • 24/7 Service Desk Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa Mecer Inter-Ed Full time

    We are looking for a Service Desk Analyst who can provide fast and useful technical assistance on computer systems. _As an experienced SDA you will be responsible for answering queries on technical issues, log tickets and offer advice to resolve these issues. The main goal is to create value for internal _clients to preserve the Company's reputation and...

  • Managed Services Client Service Desk Agent

    4 weeks ago

    Johannesburg, Gauteng, South Africa NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Managed Services Client Service Desk Agent

    1 month ago

    Johannesburg, Gauteng, South Africa NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Pbb Service Desk Call Centre Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa Isilumko Staffing Full time

    One of our clients in the banking sector is looking for PBB Service Desk Call Centre Agent on a 6 Month contract.Responsibilities include: Providing accurate and clientcentric services for international payments and trade products: You are responsible for handling client inquiries, requests, and complaints related to international payments and trade...

  • National Service Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Ulwembu Business Services Full time

    The National Service Desk Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.The National Service Desk Manager should have a solid technical background combined with customer...

  • IT Service Desk

    2 weeks ago

    Johannesburg, Gauteng, South Africa Inspired Education Group Full time

    Our TeamAs the Inspired Education group expanded, it's essential for us to reassess the ways we support our staff, parents, and students globally. Operating 24/6, our skilled team provides first-line remote support for EdTech software and productivity tools.Role Summary:As a Global Service Desk Analyst, your main purpose is to ensure smooth operation of...