Job Description<\/p>\n
Key Responsibilities\u00a0<\/p>\n
User Support & Incident Resolution<\/p>\n
\tProvide excellent customer service and first-line support via phone, email, and chat.
\n\tTroubleshoot end-user issues across hardware, software, and networks.
\n\tEnsure timely resolution and accurate incident documentation.<\/p>\n
Leadership & Mentorship<\/p>\n
\tAct as a technical point of escalation within the team
\n\tSet a positive example in behavior, adherence, and work ethic.<\/p>\n
Process Adherence & Improvement<\/p>\n
\tFollow and improve service desk procedures.
\n\tIdentify recurring issues and contribute to root cause analysis.
\n\tCreate and maintain knowledge base articles and process documents.<\/p>\n
Collaboration<\/p>\n
\tCommunicate clearly with users and escalate effectively when needed.
\n\tWork closely with other IT teams to ensure cross-functional alignment.<\/p>\n
Responsibilities<\/p>\n
Key Responsibilities\u00a0<\/p>\n
User Support & Incident Resolution<\/p>\n
\tProvide excellent customer service and first-line support via phone, email, and chat.
\n\tTroubleshoot end-user issues across hardware, software, and networks.
\n\tEnsure timely resolution and accurate incident documentation.<\/p>\n
Leadership & Mentorship<\/p>\n
\tAct as a technical point of escalation within the team
\n\tSet a positive example in behavior, adherence, and work ethic.<\/p>\n
Process Adherence & Improvement<\/p>\n
\tFollow and improve service desk procedures.
\n\tIdentify recurring issues and contribute to root cause analysis.
\n\tCreate and maintain knowledge base articles and process documents.<\/p>\n
Collaboration<\/p>\n
\tCommunicate clearly with users and escalate effectively when needed.
\n\tWork closely with other IT teams to ensure cross-functional alignment.<\/p>\n
Qualifications<\/p>\n
Qualifications & Requirements (Internal Candidates)<\/p>\n
\tSolid understanding of ITIL processes and experience with ServiceNow.
\n\tStrong troubleshooting experience with Windows, networking, and hardware.
\n\tExcellent communication and interpersonal skills.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"EXL South Africa","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"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 \u2013 and we\u2019ve 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\u2019s 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\u2019s 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\u2019re some of the best in the business. Contact us to see how we can help you achieve your goals.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-33591","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/33591","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=33591"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=33591"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=33591"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}