job description - Service Desk Engineer
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
- Manage all Pending UNA requests.
- Applying pre-build images to standard devices
- Ensure the device is correctly prepared before deployment
- Set up user profiles
- Connecting devices to the network
- Troubleshoot and repair technical desktop issues On-site or remote connection
- Support for mobile devices (Ipads, Tablets, android devices etc…)
- Security Compliance for assets
- Executive support ((Dealing with executive requests)
- Asset Management/ reverse logistics (Asset transfers and keeping the store in order)
- Asset scrapping
JOB SPECIFIC REQUIREMENTS
- 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
- Regularly update and attend to all customer UNA queries and follow UNA process.
QUALIFICATIONS & EXPERIENCE
- Matric/Grade12
- 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
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Nexio is a payments growth company that empowers businesses to reach ambitious goals. In a complex and ever-changing commerce world, our technology helps sellers and platforms solve payments problem.