Nexio, a reputable player in the Information Technology and Services sector, is inviting applications for a permanent position as an IT Service Desk Agent. This role, located in Midrand, Gauteng, presents an exciting opportunity for individuals passionate about technology and customer service. Posted on 1 November 2024, the position will remain open until 29 November 2024. Candidates eager to contribute to a dynamic technology division in a thriving work environment should consider this opening.
Role Purpose
The IT Service Desk Agent serves as the essential first contact point for Vodacom/Nexio users and customers who require support via telephone, email, or automated systems. The role demands a strong commitment to delivering exceptional customer service. The agent will log incoming requests with precision, ensure all details are recorded in the Call Logging System, and utilize their technical expertise to resolve issues promptly.
Role Requirements
Key responsibilities for the IT Service Desk Agent at Nexio include:
- Logging of Requests: The Service Desk Agent accurately logs all support requests received via telephone and email into the Call Logging System. Each logged incident should include troubleshooting notes for seamless handling.
- Customer Updates: The role involves managing all calls end-to-end and providing consistent updates to keep customers informed about the status of their queries.
- Support Across Issues: The agent will assist with tasks like password resets, account inquiries, and troubleshooting issues with Outlook, VPN, and APN (3G). Basic networking support will also be provided where necessary.
- Network Monitoring: Active monitoring of client networking environments is required to ensure quick response times to system issues, minimizing downtime for clients.
- Issue Escalation: The Service Desk Agent will manage and escalate issues as per agreed Service Level Agreements (SLAs) to prevent any breaches of client targets.
- Management of Tickets: Open tickets will be managed until resolution, and the agent will handle all pending User Not Available (UNA) requests as per the set procedures.
Additional Responsibilities
Beyond technical skills, the role demands specific interpersonal and behavioral traits. A successful Service Desk Agent should demonstrate:
- A proactive approach to learning and working in a team environment.
- The ability to handle high-pressure situations, often with tight deadlines.
- A willingness to assist with additional team tasks as needed.
- Strong interpersonal and communication skills.
- Good time management skills, a positive attitude, and self-motivation.
Agents must also be prepared for shift work, including a 24/7/365 schedule, with the possibility of standby duties and irregular hours when required.
Technical and Professional Competencies
The IT Service Desk Agent is expected to possess a strong blend of technical competencies to perform their duties effectively, including:
- First Call Resolution: Resolving as many queries as possible on the first call to enhance efficiency and customer satisfaction.
- Environment Checks: Daily health checks in the environment to ensure all systems are fully operational.
- Software Knowledge: The ability to identify and learn the organization’s supported software to provide accurate support.
- Escalation Processes: Timely escalation of complex queries beyond the scope to Level 3 (L3) support.
- UNA Queries: Regularly attend to all UNA queries following the standard process.
Qualifications and Experience
To be eligible for this role, candidates must have:
- Educational Background: Matric/Grade 12 or an IT Diploma.
- Service Desk Experience: At least two years of experience working on an IT Service Desk, a crucial requirement.
- Language Proficiency: Excellent command of both English and Afrikaans.
- Basic IT Operations Knowledge: An essential understanding of IT operations and troubleshooting.
- Certifications: A+, N+, and ITIL certifications are essential, while experience with the Remedy Service Desk Tool is advantageous.
- Professional Traits: Candidates must demonstrate reliability through excellent attendance and punctuality.
Core Competencies
Key competencies for success in the role include:
- Technical Proficiency: Knowledge of networking basics and general IT operations.
- Customer Service Skills: Exceptional ability to provide high-quality customer interactions.
- Attention to Detail: A meticulous approach to task completion.
- Teamwork Skills: Strong collaboration abilities.
- Communication Skills: Proficiency in both verbal and written communication.
- Basic Security Awareness: Understanding of fundamental security practices.
How to apply
Visit Nexio careers portal or the job listing platform where this position is advertised. Complete the application form as required, and attach your CV and cover letter.
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Nexio’s IT Service Desk Agent role is tailored for individuals with a blend of technical acumen, customer service orientation, and excellent communication skills. This position is a fantastic opportunity for IT professionals to contribute to a leading company while expanding their skill sets in a supportive, growth-oriented environment.
If you have the required qualifications, certifications, and a passion for delivering outstanding service, this role in Midrand, Gauteng, may be the ideal next step in your career.