Service Desk Agent L2

2 weeks ago

Johannesburg, 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 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

**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/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
- Exceptional team management
- Excellent verbal and written communication.

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