EXL yra verslo konsultavimo ir paslaugų įmonė, padedanti organizacijoms pasitelkti duomenis, analitiką ir technologijas veiklai gerinti bei geresniems sprendimams priimti. Įmonės veikla apima operacijų valdymą, sprendimų analitiką ir skaitmeninę transformaciją, o jos patirtis apima darbą su sveikatos priežiūros, draudimo, finansų ir logistikos sektorių klientais. EXL derina duomenų mokslą su praktine verslo kompetencija, kad sukurtų sprendimus, pritaikytus kiekvienos organizacijos tikslams, veiklos modeliui ir sektoriaus aplinkai.
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.
Aprašymas
- 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.
Reikalavimai
- 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.
Privalumai
- No additional benefits, perks, or compensation extras are specified.