Employer: Nexio ROLE PURPOSE The Service Desk Agent (Level 1) serves as the first point of contact for internal and external clients, ensuring professional, timely, and SLA-aligned handling of Incidents and Service Requests. The role is responsible for accurate ticket logging, first-line technical diagnosis and resolution, effective escalation to Tier 2/3 support teams, and maintaining high levels of customer satisfaction. This position supports operational continuity, SLA compliance, and client experience within the Managed Services environment. ROLE REQUIREMENT 3.1 Service Request & Incident Management (ITIL Aligned) * Serve as the single point of contact for all incoming Incidents and Service Requests. * Accurately log, categorise and prioritise tickets within the ITSM tool (BMC Remedy or equivalent). * Conduct first-line investigation and diagnosis. * Resolve Level 1 issues at first contact where possible. * Escalate unresolved issues to appropriate Tier 2 or Tier 3 support teams within SLA timelines. * Ensure full ticket lifecycle management through to resolution and closure. * Perform post-resolution confirmation with users before ticket closure. 3.2 SLA & Operational Compliance * Adhere to defined SLA and OLA requirements. * Maintain accurate documentation of all activities within the ticketing system. * Monitor ticket progress and proactively follow up on pending escalations. * Reinforce SLA expectations with end-users. * Support audit, ISO, and compliance standards where applicable. 3.3 Technical Support Delivery Provide first-line support across: * Desktop and laptop troubleshooting * Basic network connectivity issues * Email and collaboration tools * Business applications * Password resets and access management * Peripheral hardware support * Escalate complex infrastructure, server, network, or application issues beyond Level 1 scope. 3.4 Customer Experience & Communication * Maintain a professional, courteous and service-oriented approach. * Provide timely feedback and updates to users. * Manage high call volumes while maintaining quality standards. * Conduct customer satisfaction follow-ups where required. * Support effective communication during outages or service disruptions. 3.5 Continuous Learning & Development * Develop understanding of supported client environments. * Maintain working knowledge of ITIL principles. * Build familiarity with supported systems and applications. * Participate in knowledge sharing and team collaboration initiatives. 4. Key Performance Indicators (KPIs) * First Contact Resolution (FCR) Rate * SLA Adherence * Ticket Logging Accuracy * Customer Satisfaction Score (CSAT) * Escalation Timeliness PROFESSIONAL COMPETENCIES * Customer-centricity * Problem solving & analytical thinking * Attention to detail * Stress tolerance in high-volume environments * Accountability & ownership * Effective verbal and written communication * Planning & organising QUALIFICATIONS & EXPERIENCE * Matric (Grade 12) * ITIL Foundation * CompTIA A+ * Minimum 1 year experience in Service Desk / Call Centre / IT Support environment * Exposure to ITSM ticketing systems advantageous * Own transport * Willingness to work rotational shifts (24/7 environment) * Fluent in English (verbal and written)