Admin & Facilities Assistant

Findojobs South Africa; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A customer service administration company is looking for a candidate in Gauteng to manage overall customer service operations. This role involves account administration, contract support, and service desk management. Ideal candidates will have prior experience in office administration and service desk roles along with strong analytical skills. The position offers the chance to engage with various internal and external stakeholders.

Qualifications

• Minimum of 2 years’ experience in general office administration.
• At least 1 year of experience in service desk management.
• Experience in order receipt and processing.

Responsibilities

• Manage customer service administration and support functions.
• Oversee service desk operations and coordinate repairs and maintenance.
• Ensure effective account administration and contract support.

Skills

Customer Service Orientation

Attention to Detail

Analytical Thinking

Judgement and Decision Making

Problem Solving

Planning and Organizing

Education

Grade 12

Certificate in Office Administration or related qualification

Tools

MS Word

MS Excel

SAP

Job description

The Incumbent will provide an overall customer orientated service to all internal and external stakeholder/s, through Account Administration and Contract support, on-site service support and service desk management by means of engaging and communicating directly with customers, arranging repairs and maintenance activities to the facility as required from time to time, in alignment with the procurement processes.

KPA 1:Account Administration and Contract Support
KPI
1.1. Ensure contracted service provider billing is requested timeously where such invoices have not been received via automated systems.
1.2. Create appropriate shopping cart (limit order against contacted fixed fees or once off orders against ad-hoc service/s requested).
1.3. Follow up on system approval/s required as per the Delegation of Authority (DOA) as and when required.
1.4. Ensure system confirmations are done against an approved Purchase order for services rendered
and /or goods delivered, within the prescribed timelines (e.g. within 48hrs of receipt of billing and supporting documents, such as job cards / service records, etc.).
1.5. Forward invoice/s and supporting documents to Finance department for verification and payment.
1.6. Confirm payment/s made with Finance against the agreed payment terms and escalate any late or non-payments to line manager.
1.7. Liaise with service provider and as when required to resolve any account and/or service-related issues.
1.8. Maintain an updated detailed Tracking spread sheet for all accounts supported.

KPA 2:Administration and support of on-site services, inclusive of service desk assigned categories
KPI
2.1. Request general facilities repairs and maintenance as and when required, by logging such request with the relevant department/s through the appropriate SANBS system provided, i.e. SAP Plant Maintenance/ICT service desk. Request/s logged should be per category of service required, such as general, plumbing, electrical, HVAC/Data network points, etc. to support correct resource allocation.
2.2. Request and co-ordinate general facility repairs and maintenance with third party service provider/s as and when required or directed by line manager, i.e where internal maintenance isunable to assist.
2.3. Monitor all tasks logged on the SANBS Service desk portal, accept tasks within area of support or as assigned, re-assign where required and initiate support request/s from internal and/or external resources in support of the service desk task assigned.
2.4. Ensure effective and efficient management of the Service desk platform (from task acceptance,
progress update to requestor up to task completion, within the agreed timelines (Service Level Agreement).
2.5. Ensure full support and service/s provided as per area supported by the relevant Admin and Facilities Assistant/s, i.e. Common areas such as: Meeting rooms management; kitchens and pause area management; inspections of supported areas to ensure all equipment; fixtures and support infrastructure in working order; access control and monitoring; repairs and maintenance, travel support and training, etc.
2.6. Handle all related queries and requests against the supported function/s provided and escalate to line manager and/or other support departments as and when required.

KPA 3:Providing a customer orientated service to all stakeholders (internal and external)
KPI
3.1. Ensure professional and proper communication is done with all internal and/or external stakeholders against area supported, where such request/s must be carried out against an agreed date and time that will meet the end user’s preference, with minimal impact on operations (i.e. meeting room support; preparation and delivery of refreshments; common area support; security and access control and monitoring; repairs and maintenance, Travel support and training, etc.).
3.2. Support walk-in customer request/s, whether by pre-arrangement or ad-hoc in a professional and efficient manner.
3.3. Ensure resource planning done as per priority of task/s assigned and request additional support as and when required.
3.4. Obtain customer feedback on task/s handled and attend to any unresolved issues, prior to closure of task.
3.5. Attend relevant stakeholder meetings with active participation, provide update on prior action/s assigned and/or capturing of new action/s for timeous execution and feedback.
3.6. Escalate any non-service and/or poor service delivery to line manager.
3.7. Support periodic customer surveys and execution of linked improvement actions against area
supported or as part of the team initiative for overall department improvement.

KPA 4: Ensures that the Procurement function is undertaken effectively and efficiently
KPI
4.1. Follow Procurement process for all non-contractual services and create shopping cart/s to have third party service quote/s loaded for approval.
4.2. Confirm with service provider that order has been received and confirm service delivery date. Where purchase order not received, request Procurement to provide approved order to activate service.
4.3. Follow Safety and Environment policies to ensure no risk related work is carried out without an approved safety file.
4.4. Obtain signed off service job card and/or invoice upon completion of work and initiate confirmation process and payment against agreed payment terms.
4.5. Forward all supporting documents to Finance timeously.
4.6. Liaise with Procurement against delivery of goods and/or services complete with open order value and/or quantity remaining, to have such Purchase orders closed off within the financial period.

KPA 5: Ensures that General Administration is undertaken effectively and efficiently
KPI
5.1. Ordering and effective stock control of consumables against areas/s supported.
5.2. Assist with collating internal and external mail as and when received and hand over to messenger for distribution.
5.3. Provide mailroom support from preparation of mail for external postage, i.e Finance invoices and statements for bulk mail; medical letters; ad-hoc user department requests related to post office and returned mail. (as per Admin and Facilities Assistant assigned, with function supported by Messenger as relief).
5.4. Ensure that all filing of documents is undertaken in an appropriate manner for easy retrieval and audit trail.

Cognitive

• Attention to Detail and Analytical Thinking
• Judgement and Decision Making
• Problem Solving
• Planning, Organizing and Monitoring

The Incumbent will provide an overall customer orientated service to all internal and external stakeholder/s, through Account Administration and Contract support, on-site service support and service desk management by means of engaging and communicating directly with customers, arranging repairs and maintenance activities to the facility as required from time to time, in alignment with the procurement processes.

KPA 1:Account Administration and Contract Support
KPI
1.1. Ensure contracted service provider billing is requested timeously where such invoices have not been received via automated systems.
1.2. Create appropriate shopping cart (limit order against contacted fixed fees or once off orders against ad-hoc service/s requested).
1.3. Follow up on system approval/s required as per the Delegation of Authority (DOA) as and when required.
1.4. Ensure system confirmations are done against an approved Purchase order for services rendered
and /or goods delivered, within the prescribed timelines (e.g. within 48hrs of receipt of billing and supporting documents, such as job cards / service records, etc.).
1.5. Forward invoice/s and supporting documents to Finance department for verification and payment.
1.6. Confirm payment/s made with Finance against the agreed payment terms and escalate any late or non-payments to line manager.
1.7. Liaise with service provider and as when required to resolve any account and/or service-related issues.
1.8. Maintain an updated detailed Tracking spread sheet for all accounts supported.

KPA 2:Administration and support of on-site services, inclusive of service desk assigned categories
KPI
2.1. Request general facilities repairs and maintenance as and when required, by logging such request with the relevant department/s through the appropriate SANBS system provided, i.e. SAP Plant Maintenance/ICT service desk. Request/s logged should be per category of service required, such as general, plumbing, electrical, HVAC/Data network points, etc. to support correct resource allocation.
2.2. Request and co-ordinate general facility repairs and maintenance with third party service provider/s as and when required or directed by line manager, i.e where internal maintenance isunable to assist.
2.3. Monitor all tasks logged on the SANBS Service desk portal, accept tasks within area of support or as assigned, re-assign where required and initiate support request/s from internal and/or external resources in support of the service desk task assigned.
2.4. Ensure effective and efficient management of the Service desk platform (from task acceptance,
progress update to requestor up to task completion, within the agreed timelines (Service Level Agreement).
2.5. Ensure full support and service/s provided as per area supported by the relevant Admin and Facilities Assistant/s, i.e. Common areas such as: Meeting rooms management; kitchens and pause area management; inspections of supported areas to ensure all equipment; fixtures and support infrastructure in working order; access control and monitoring; repairs and maintenance, travel support and training, etc.
2.6. Handle all related queries and requests against the supported function/s provided and escalate to line manager and/or other support departments as and when required.

KPA 3:Providing a customer orientated service to all stakeholders (internal and external)
KPI
3.1. Ensure professional and proper communication is done with all internal and/or external stakeholders against area supported, where such request/s must be carried out against an agreed date and time that will meet the end user’s preference, with minimal impact on operations (i.e. meeting room support; preparation and delivery of refreshments; common area support; security and access control and monitoring; repairs and maintenance, Travel support and training, etc.).
3.2. Support walk-in customer request/s, whether by pre-arrangement or ad-hoc in a professional and efficient manner.
3.3. Ensure resource planning done as per priority of task/s assigned and request additional support as and when required.
3.4. Obtain customer feedback on task/s handled and attend to any unresolved issues, prior to closure of task.
3.5. Attend relevant stakeholder meetings with active participation, provide update on prior action/s assigned and/or capturing of new action/s for timeous execution and feedback.
3.6. Escalate any non-service and/or poor service delivery to line manager.
3.7. Support periodic customer surveys and execution of linked improvement actions against area
supported or as part of the team initiative for overall department improvement.

KPA 4: Ensures that the Procurement function is undertaken effectively and efficiently
KPI
4.1. Follow Procurement process for all non-contractual services and create shopping cart/s to have third party service quote/s loaded for approval.
4.2. Confirm with service provider that order has been received and confirm service delivery date. Where purchase order not received, request Procurement to provide approved order to activate service.
4.3. Follow Safety and Environment policies to ensure no risk related work is carried out without an approved safety file.
4.4. Obtain signed off service job card and/or invoice upon completion of work and initiate confirmation process and payment against agreed payment terms.
4.5. Forward all supporting documents to Finance timeously.
4.6. Liaise with Procurement against delivery of goods and/or services complete with open order value and/or quantity remaining, to have such Purchase orders closed off within the financial period.

KPA 5: Ensures that General Administration is undertaken effectively and efficiently
KPI
5.1. Ordering and effective stock control of consumables against areas/s supported.
5.2. Assist with collating internal and external mail as and when received and hand over to messenger for distribution.
5.3. Provide mailroom support from preparation of mail for external postage, i.e Finance invoices and statements for bulk mail; medical letters; ad-hoc user department requests related to post office and returned mail. (as per Admin and Facilities Assistant assigned, with function supported by Messenger as relief).
5.4. Ensure that all filing of documents is undertaken in an appropriate manner for easy retrieval and audit trail.

Cognitive

• Attention to Detail and Analytical Thinking
• Judgement and Decision Making
• Problem Solving
• Planning, Organizing and Monitoring

Personal

• Self-Management
• Ethical behaviour
• Excellence Orientation
• Drive and Belief in the Cause

Interpersonal

• Customer ServiceOrientation
• Teamwork
• Communication

Prof. technical

Technical skills:

• Administrative Skills
• MS Word
• MS Exce
• SAP
• Education
• Grade 12.
• Certificate in Office Administration or related qualification or proven records of relevant courses successfully completed.

Experience and knowledge requirements

• 2 Years’ Experience in General Office Administration.
• 1 Year Experience in Service Desk management.
• 1 Year Experience in Order receipt andprocessing.