Help Desk Operator

• Answer all helpdesk related calls within the agreed SLA time
• Respond and address all email queries as they arise according to client agreed processes and protocols
• Address any walk-in client requests
• Answer calls and take messages when required
• Radio any urgent calls to the cleaning and maintenance teams as received.

• Log calls accurately on the system, ensuring the pertinent details are captured correctly and accurately. Including but not limited to caller details, fault details, location details.
• Ensure the calls are categorised to the correct service type.
• Ensure the calls are prioritised according to the SLA requirements.
• Ensure the calls are assigned to the correct team / subcontractor for action.
• Ensure that all the updates provided by the FM team are captured and the status of the call is updated.
• Follow up on the call list daily to ensure the calls remain in SLA time.
• Close calls when required.
• Question the caller to establish the actual call requirements and ensure the most accurate detail is captured to assist the team to complete the call timorously.
• Log all PPM calls as per the PPM list and ensure these are assigned correctly.
• Familiarise yourself with the safety requirements with specific tasks and ensure the correct documentation is sent with calls which are assigned to ensure compliance.
• Support the Maintenance planner with any work order requirements where required.

• Respond to callers within the defined response time.
• Provide feedback on job progress and ensure the caller is kept updated on the progress.
• Escalate any issues as required.
• Handle all enquiries / calls in a polite, friendly and professional manner.
• Handle difficult callers with respect and diplomacy.
• Escalate difficult callers to the relevant Manager when necessary.
• Establish a good working relationship with client and contractors

• Daily, Weekly, Monthly reports to be generated and distributed as per the report matrix as well as adhoc reports requested by the client and management.
• Client satisfaction reports to be generated. Ensure that 5% of calls logged are surveyed and responses recorded.

• Satisfaction qualification
• Must enjoy working in a rigid time bound environment
• Must be customer focused, and service driven
• Must be friendly
• Positive and motivated attitude (go getter)
• Bilingual
• Helpdesk Operator Experience
• Knowledge of an Accounting Package, Switchboard system, telephone etiquette & MS Packages
• Knowledge of a Helpdesk Package
• Knowledge and understanding of SLA
• High degree of computer literacy (MS Word, Power Point, Excel)
• Excellent Communication Skills and Relationship Management Skills
• Excellent report writing skills
• Customer Service Skills
• Problem solving and Analytical Skills
• Financial and business acumen

• Matric
• Contact Centre/ Customer Service Certificate
• 1 - 2 years experience
• Contact Centre/ Customer Service Certificate
• Experience with Infor EAM V11 an advantage
• Experience with Remedy an advantage
• Catering knowledge advantageous
• Facilities Experience advantageous

Tsebo Solutions Group