Service Desk L1 Agent

2 weeks ago

Bellville, Western Cape, 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 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

  • 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.
  • 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 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

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/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 skills.
  • Exceptional team management skills.
  • Excellent verbal and written communication.

  • Service Desk Manager

    2 weeks ago

    Bellville, Western Cape, South Africa Health Solutions Full time

    IntroductionMomentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a...

  • Service Desk

    2 weeks ago

    Bellville, Western Cape, South Africa JSM Business Services Full time

    Our client is a dynamic international IT company specialising in remote support to international clients.They are looking for well-spoken english speaking South African citizens who are residing in a close proximity to Bellville and have the following:Grade 12A related tertiary qualificationAvailable to start: 01 May 202- Minimum of 12 months IT Service Desk...

  • IT Service Agent

    2 weeks ago

    Bellville, Western Cape, South Africa HR Talent Partner Full time

    Job OverviewExpiration date:25 February 2024Location:Bellville, Western CapeJob Title:IT Service Agent (Tier 2)Salary:R24,000 - R27,000Education Level:CertificateJob Level:IntermediateMinimum Experience:5 YearsIT Service Agent (Tier 2) - Bellville, Cape Town.A leading Managed IT Services Provider is looking for a ''IT Service Agent'' to join their team on a...

  • Customer Services Agents

    2 weeks ago

    Bellville, Western Cape, South Africa Call Centre Staffing Full time

    Western Cape, Bellville R 4 300 Monthly (Market related) Do you need a fresh start in the call centre industry?A well-known service network provider is looking for customer service agents to start working ASAP. Requirements Matric Fluent in Zulu or Sotho as a home language. Hospitality and retail experience is an advantage Able to type 30 WPM Able to work...

  • T2 & T3 Service Agents

    2 weeks ago

    Bellville, Western Cape, South Africa Job Crystal Full time

    dynamic, vibrant and growing IT company is looking for an Specialist Service Agent (Strong T2 or entry-level T3) to be responsible for providing technical support and assistance to all clients. The IT Service Agents may interact with customers by phone or in-person to identify and diagnose issues, categorize and record reported queries and provide solutions....

  • Junior First Line Analyst-service Desk

    2 weeks ago

    Bellville, Western Cape, South Africa Job Crystal Full time

    Day to Day Duties As an employee, it is a requirement to fulfil certain daily tasks and duties on time as part of your roles and responsibilities. Always meet customer expectations Communication internally and to customer should be on time. Reflected in work logs. Time management: Lunch & breaks = 1 hour daily in total Proof of consultation with team members...

  • Tier 2 IT Service Agent

    2 weeks ago

    Bellville, Western Cape, South Africa Job Crystal Full time

    A leading micro-payment processing service aggregator is looking for a smart, creative, hard-working Payments Account Manager.DUTIES AND RESPONSIBILITIES: Find and onboard strategic regional suppliers Find and onboard strategic sites for vaults and super wallets Lead and manage the vault sales rep Sign up key users and influencers to super wallet Grow...

  • Facilities Service Coordinator

    2 weeks ago

    Bellville, Western Cape, South Africa Group Facilities Management Full time

    Introduction Through our clientfacing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect...

  • Facilities Service Coordinator

    2 weeks ago

    Bellville, Western Cape, South Africa Group Facilities Management Full time

    Introduction Through our clientfacing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect...

  • Call Centre Agent

    2 weeks ago

    Bellville, Western Cape, South Africa Isilumko Staffing Full time

    We are seeking a dynamic Customer Service Call Center Agent (Outbound) to join our team in Bellville, Western Cape, on a 6-month contract. Our client is a wholesaler of pharmaceutical products. High energy levels and a proactive approach to achieving targets Demonstrated ability to deliver exceptional customer service Proficient in ordertaking and upselling...

  • Secretary and Receptionist

    2 weeks ago

    Bellville, Western Cape, South Africa CARtime SA Full time

    Our workshop in Bellville Western Cape is looking for a Lady whom will be at our font desk Receptionist to undertake all receptionist and clerical duties at our Car Workshop. MUST have a drivers license. You will be the "face" of the company for all visitors and will be responsible for the first impression we make.Requirements: Afrikaans and English...

  • Debt Collections Agent

    2 weeks ago

    Bellville, Western Cape, South Africa Ignite Fitness Full time

    DEBT COLLECTION AGENT REQUIRED - CAPE TOWNOur company, a leader in the health and fitness industry, requires the services of a Debt Collection Agent to start immediately. The incumbent for the role will be responsible for interacting directly with members to collect outstanding debit orders and to resolve outstanding membership account balances. Managing...

  • Client Services Consultant: Human Capital: Shared

    2 weeks ago

    Bellville, Western Cape, South Africa Sanlam Full time

    Who are we?Sanlam was established as a life insurance company in South Africa but has since transformed into a diversified financial services group that operates across the African continent, India, Malaysia and selected developed markets, with listings on the Johannesburg, A2X and Namibian stock exchanges. In 2018 the Group celebrated its centenary as well...

  • Customer Service Agent

    2 weeks ago

    Bellville, Western Cape, South Africa CX-International Full time

    KEY RESPONSIBILITIES Making outbound and handling inbound customer services calls for our Gas and Electricity Utilities company BES in the UK. Ensuring that all customer enquiries and complaints are handled effectively, and resolutions implemented are inline with company guidelines. Resolve supply or service problems by clarifying the customers situation or...

  • 3-4 Years Experienced Sales Agent

    2 weeks ago

    Bellville, Western Cape, South Africa Baruch Marketing Management Solutions Full time

    Baruch Marketing Management Solutions Baruch Marketing Management Solutions, a leading name in the insurance industry, is expanding its team and inviting Experienced Sales Agents who are dynamic individuals to join our team. Baruch has an extraordinary opportunity for you_About us:Baruch is a registered FSP and telemarketing company in the short-term and...

  • Customer Service Agent X4

    2 weeks ago

    Bellville, Western Cape, South Africa Health Solutions Full time

    IntroductionMomentum Health Solutions, anentity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in different segments and maximize lifetime client value. We build and maintain a culture of innovation, and create value through unique insights into how to achieve specific outcomes by using a...

  • Manager: Service Operations

    2 weeks ago

    Bellville, Western Cape, South Africa University of the Western Cape Full time

    The UWC's Information and Communication Services (ICS) Department play a pivotal role in delivering ICT services that enable and support the University's strategic goals and objectives.ICS, in line with supporting the Digital Transformation Strategy of UWC and meeting the objectives of the University Institutional Operating Plan (IOP), offers an exciting...

  • Business Investment Manager

    2 weeks ago

    Bellville, Western Cape, South Africa Blue Desk Recruitment Full time

    My client does the analyzing of SME's and entrepreneurs' businesses to determine whether or not to invest in their businesses by making finance available to them.This role encompasses making property investments on behalf of the company for the company.Take complete ownership of financial management, encompassing income and expenses, within the area office,...

  • Manager: IT Strategic Services

    2 weeks ago

    Bellville, Western Cape, South Africa Cape Peninsula University of Technology Full time

    Faculty- Department- Cape Peninsula University of Technology -> Computer & Telecom Services -> Stratic&Admin Supp Services- Campus/ Location- Bellville Campus - Bellville, Cape Town, WC ZA (Primary)- Job Type- Permanent- Occupational Function- Support / Admin- Number of Positions- 1- Annual Salary Package (incl. Medical Aid rate based on principal member...

  • Customer Service

    2 weeks ago

    Bellville, Western Cape, South Africa Tych Business Solutions Full time

    Job ID: 67760Date Posted: Posted 16 hours agoLocation: BelvilleJob Title: CUSTOMER SERVICE & ADMIN ASSISTANT - BELVILLE - WESTERN CAPEWhat's on offer?Working alongside an energetic and enthusiastic group of people, you'll help create everlasting memories for our clients as they travel amazing Africa.Who are we looking for?Generate outstanding results, high...