Service Desk Agent - EXL - Cape Town Region

QUALIFICATIONS Proficiency in operating systems such as Windows and macOS. Familiarity with hardware troubleshooting for desktops, laptops, printers, and peripherals. Basic understanding of networking concepts, protocols, and configurations. Experience with remote desktop tools and IT service management software. Communication: Excellent verbal and written communication skills. Problem-Solving: Strong analytical and problem-solving abilities. Customer Focus: Demonstrated commitment to providing exceptional customer service. Team Player: Ability to collaborate effectively within a team and across departments. Certifications: Relevant IT certifications (e.g., CompTIA A, Microsoft Certified Professional) are a plus. Adaptability: Able to work in a fast-paced environment and adapt to changing technologies. RESPONSIBILITIES User Support: Provide exceptional customer service by promptly addressing and resolving IT-related inquiries, incidents, and service requests via various channels (phone, email, chat, etc.). Guide users through troubleshooting processes, step-by-step, to identify and resolve technical issues. Collaborate with users to gather detailed information about issues, ensuring accurate documentation for further analysis and escalation. Triaging and Technical Troubleshooting: Diagnose hardware, software, and network-related problems, and implement effective solutions. Utilize remote desktop tools to access and troubleshoot end-user devices and systems. Escalate complex issues to appropriate internal teams or vendors for further investigation and resolution. Incident Management: Follow established incident management processes to ensure timely resolution and minimize downtime. Prioritize and categorize incidents based on their severity and impact on business operations. Provide timely updates to users regarding the status and progress of their reported issues. Documentation: Maintain accurate records of all incidents, service requests, and troubleshooting steps in the IT service management system. Create and update knowledge base articles to assist users in self-service issue resolution. Software and Application Support: Assist users with software installations, updates, and configuration changes. Troubleshoot issues related to business applications, collaborating with application owners or development teams as needed. Communication: Clearly communicate technical information to both technical and non-technical users. Provide clear and concise instructions for users to follow in order to resolve their issues. Continuous Improvement: Identify recurring issues and contribute to proactive problem-solving to prevent future occurrences. Suggest process improvements to enhance the efficiency and effectiveness of the IT service desk operations. ABOUT US EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals. QUALIFICATIONS Proficiency in operating systems such as Windows and macOS. Familiarity with hardware troubleshooting for desktops, laptops, printers, and peripherals. Basic understanding of networking concepts, protocols, and configurations. Experience with remote desktop tools and IT service management software. Communication: Excellent verbal and written communication skills. Problem-Solving: Strong analytical and problem-solving abilities. Customer Focus: Demonstrated commitment to providing exceptional customer service. Team Player: Ability to collaborate effectively within a team and across departments. Certifications: Relevant IT certifications (e.g., CompTIA A, Microsoft Certified Professional) are a plus. Adaptability: Able to work in a fast-paced environment and adapt to changing technologies. RESPONSIBILITIES User Support: Provide exceptional customer service by promptly addressing and resolving IT-related inquiries, incidents, and service requests via various channels (phone, email, chat, etc.). Guide users through troubleshooting processes, step-by-step, to identify and resolve technical issues. Collaborate with users to gather detailed information about issues, ensuring accurate documentation for further analysis and escalation. Triaging and Technical Troubleshooting: Diagnose hardware, software, and network-related problems, and implement effective solutions. Utilize remote desktop tools to access and troubleshoot end-user devices and systems. Escalate complex issues to appropriate internal teams or vendors for further investigation and resolution. Incident Management: Follow established incident management processes to ensure timely resolution and minimize downtime. Prioritize and categorize incidents based on their severity and impact on business operations. Provide timely updates to users regarding the status and progress of their reported issues. Documentation: Maintain accurate records of all incidents, service requests, and troubleshooting steps in the IT service management system. Create and update knowledge base articles to assist users in self-service issue resolution. Software and Application Support: Assist users with software installations, updates, and configuration changes. Troubleshoot issues related to business applications, collaborating with application owners or development teams as needed. Communication: Clearly communicate technical information to both technical and non-technical users. Provide clear and concise instructions for users to follow in order to resolve their issues. Continuous Improvement: Identify recurring issues and contribute to proactive problem-solving to prevent future occurrences. Suggest process improvements to enhance the efficiency and effectiveness of the IT service desk operations. ABOUT US EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals. Apply Now

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Service Desk Agent - Cape Town Region

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