Website EXL South Africa
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 … read moreinsights, 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.
Job Description
Key Responsibilities
User Support & Incident Resolution
Provide excellent customer service and first-line support via phone, email, and chat.
Troubleshoot end-user issues across hardware, software, and networks.
Ensure timely resolution and accurate incident documentation.
Leadership & Mentorship
Act as a technical point of escalation within the team
Set a positive example in behavior, adherence, and work ethic.
Process Adherence & Improvement
Follow and improve service desk procedures.
Identify recurring issues and contribute to root cause analysis.
Create and maintain knowledge base articles and process documents.
Collaboration
Communicate clearly with users and escalate effectively when needed.
Work closely with other IT teams to ensure cross-functional alignment.
Responsibilities
Key Responsibilities
User Support & Incident Resolution
Provide excellent customer service and first-line support via phone, email, and chat.
Troubleshoot end-user issues across hardware, software, and networks.
Ensure timely resolution and accurate incident documentation.
Leadership & Mentorship
Act as a technical point of escalation within the team
Set a positive example in behavior, adherence, and work ethic.
Process Adherence & Improvement
Follow and improve service desk procedures.
Identify recurring issues and contribute to root cause analysis.
Create and maintain knowledge base articles and process documents.
Collaboration
Communicate clearly with users and escalate effectively when needed.
Work closely with other IT teams to ensure cross-functional alignment.
Qualifications
Qualifications & Requirements (Internal Candidates)
Solid understanding of ITIL processes and experience with ServiceNow.
Strong troubleshooting experience with Windows, networking, and hardware.
Excellent communication and interpersonal skills.
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