The Service Desk Agent is the first point of contact for Vodacom/Nexio users and other customers seeking support through telephone, email, or automated systems.
With a commitment to delivering high-quality customer service, the IT Service Desk Agent addresses incoming requests, logs detailed information in the Call Logging system, and uses their expertise to resolve issues promptly.
ROLE REQUIREMENT
- The logging of all requests via telephone and email accurately into the Call Logging System
- Manage end to end all calls logged and providing updates to keep customers informed.
- Include all troubleshooting notes in logged request or incident.
- Assisting with password resets, account inquiries, Outlook, VPN, APN (3G) issues, and providing basic networking support as needed.
- This includes monitoring clients' networking environments and handling first-level support for network-related issues.
- Identify trends by monitoring and analyzing incoming calls, problems and support
- Use the required dashboards or views to track and escalate issues seamlessly
- Actively monitoring the performance of various systems and network environments to identify and respond to issues quickly, minimizing downtime for our clients.
- Escalation and management of calls to agreed SLAs
- Avoid requests from breaching target to meet clients
- Manage all Pending UNA requests.
- Manage all open tickets till closure.
- 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 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
- Resolve as many calls as possible 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
- Regularly update and attend to all customer UNA queries and follow UNA process.
- Matric/Grade12/ IT Diploma
- At least 2-year previous IT Service Desk experience (essential)
- Excellent language command: English/Afrikaans
- Good understanding of basic IT operations (essential)
- Experience in Remedy Service Desk Tool (advantageous)
- A+, N+ and ITIL certified (essential)
- Excellent attendance and punctuality are required
- Technical Proficiency
- Networking Knowledge
- Customer Service Skills
- Attention to Detail
- Exceptional team working skills.
- Excellent verbal and written communication skills.
- Basic Security Awareness
