Service Desk Agent L2 Required : Nexio – South Africa


Job Description


The Service Desk Agent L2 (is the first point of contact for Vodacom\Nexio users and customers in request of support via Telephone/email or Automation.

While providing the highest customer service, the engineer 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 engineer provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking of all systems. The engineer will also play a key role in escalating unresolved customer problems, to a Level 3 engineer if it cannot be resolved.


The logging of all requests via telephone and email accurately into the Remedy System
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 call.
Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.
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 satisfaction.
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
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 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 organisation.
Escalate queries beyond the scope to L3 support


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.


Listening Skills
The Ability to set and execute the vision of the company
People Skills
Strategic Thinking
Exceptional team management
Excellent verbal and written communication.

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