Help Desk Operator: Fast, Professional Support & Escalations

Tsebo Solutions Group; Durban; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading service management company in Durban is seeking a professional to handle incoming calls and provide excellent customer service. The ideal candidate has a Grade 12 qualification, 1-2 years’ experience, and strong communication skills. Key responsibilities include call management, logging details, and following up on service progress, ensuring adherence to SHEQ standards. Join a dynamic team dedicated to delivering quality service in a fast-paced environment.

Qualifications

• 1–2 years’ experience in a similar environment.

Responsibilities

• Answer incoming calls promptly and professionally.
• Log calls accurately, including caller details, fault descriptions, and location.
• Categorize, prioritize, and assign calls in line with Helpdesk procedures.
• Update call annotations and close calls when required.
• Follow up on call progress with service providers.
• Escalate calls approaching restore time.
• Handle difficult callers with respect.
• Generate reports as requested.
• Provide feedback on Helpdesk issues.
• Ensure adherence to SHEQ standards.

Skills

Computer literacy (MS Word, Excel, Access)

Excellent telephone etiquette

Strong communication

Attention to detail

Ability to manage multiple tasks

Customer-focused approach

Education

Grade 12 (Matric)

Secretarial or Telephonist Certificate/Diploma

Job description

A leading service management company in Durban is seeking a professional to handle incoming calls and provide excellent customer service. The ideal candidate has a Grade 12 qualification, 1-2 years’ experience, and strong communication skills. Key responsibilities include call management, logging details, and following up on service progress, ensuring adherence to SHEQ standards. Join a dynamic team dedicated to delivering quality service in a fast-paced environment.