EXL is a business consulting and services company that helps organizations use data, analytics, and technology to improve operations and make better decisions. Its work includes operations management, decision analytics, and digital transformation, with experience supporting clients in healthcare, insurance, finance, and logistics. EXL combines data science with practical business expertise to develop solutions tailored to each organization’s goals, operating model, and industry context.
EXL Service Desk Agent (Hybrid, South Africa)
Provide first-line hardware, software, and network support for EXL’s data analytics and digital operations business. Troubleshoot user issues, offer guidance, and meet service level agreements.
Description
- Serve as the first contact for users seeking technical help by phone, email, or in person.
- Diagnose hardware and software issues through questions and remote support tools.
- Resolve routine technical problems and refer complex cases to higher-level support.
- Keep accurate records of user interactions, technical issues, and solutions.
- Add new information to the knowledge base.
- Answer user questions and guide them on applications and software.
- Train users as needed.
- Process password resets and account unlocks in line with security protocols.
- Support software installation, updates, and configuration.
- Set up workstations and peripherals and provide basic hardware assistance.
- Update users on issue progress, expected resolution times, and workarounds.
- Refer unresolved issues to senior support staff or relevant IT teams.
- Use remote desktop tools to support users remotely.
- Meet or exceed service level agreements (SLAs).
- Stay informed about company products, services, and technology trends.
Requirements
- High school diploma or equivalent; relevant certifications or technical courses are a plus.
- Basic knowledge of computer hardware, software applications, and operating systems.
- Strong problem-solving skills and logical thinking.
- Excellent spoken and written communication skills.
- Customer-focused approach to providing user support.
- Ability to work in a fast-paced setting and manage multiple tasks.
- Familiarity with remote support tools and methods.
- Knowledge of ITIL principles and practices is an advantage.
- Previous customer service experience is a plus.
Benefits
- No additional benefits, perks, or compensation extras are specified.