ROLE PURPOSE
The Service Desk Agent L2 (is the first point of contact for VodacomNexio users and customers in request of support via Telephone/email or Automation.
While providing the highest customer service, the engineer answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customer's request in a timely fashion. The engineer provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking of all systems. The engineer will also play a key role in escalating unresolved customer problems, to a Level 3 engineer if it cannot be resolved.
ROLE REQUIREMENT
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