Helpdesk Operator

Tsebo Solutions Group; Durban; On-site; USD 15,000 - 25,000; Full time

Job summary

A leading company in Facilities Management in South Africa is seeking a Helpdesk Operator to manage client calls, ensure exceptional service delivery, and maintain accurate documentation. The ideal candidate should have a Grade 12 qualification and some experience in a call centre environment. Strong communication skills and knowledge of helpdesk procedures are essential for providing support to clients and liaising with suppliers.

Qualifications

• 2-3 years’ experience in a call/client centre environment.
• Computer literacy in MS Word, Excel, PowerPoint.
• Understanding of the site Agreement and Schedules.

Responsibilities

• Logging incoming calls from clients and ensure accurate documentation.
• Provide feedback on job progress to clients and follow up as needed.
• Generate reports as requested by the client in line with contract specifications.

Skills

Telephone etiquette

Bilingual skills

Knowledge of Helpdesk Procedures

Education

Grade 12

Tertiary qualification in call centre/customer service

Tools

MS Word

MS Excel

MS PowerPoint

Infor EAM system

Job description

Duties & Responsibilities

Logging Calls

• Logging incoming calls from clients in line with the Helpdesk Procedure.
• Ensure that calls are answered within 3 rings.
• Ensure calls are logged accurately on the Helpdesk System.
• Ensure all relevant details and comments are recorded on the Helpdesk System / Work Order.
• Assist clients with confirming venue and parking bookings on the Helpdesk System.

Caller Response and Follow-up

• Provide feedback on job progress to clients.
• Follow up with relevant departments on the progress of calls.
• Ensure calls are attended to within the prescribed rectification periods.
• Escalate calls which have reached 2/3 of their store time allocation.
• Handle all calls in a polite and friendly manner.
• Handle difficult callers with respect and diplomacy.
• Escalate difficult callers to the Business Support Manager when necessary.

Reports and Information Management

• Generate reports as requested by the client in line with contract specifications.
• Ensure a high level of customer service is provided and maintained.
• Ensure that all documentation related to the helpdesk is documented and recorded.

Safety Awareness

• Ensure that all jobs are carried out in a safe and competent manner.
• Report any safety issues to the Facilities Manager immediately to prevent incidents.

Site Compliance

• Adhere to the TFS’s SHEQ Management System’s Policies & Procedures applicable to this position.
• Ensure requirements of the PPP Agreement are adhered to, especially Schedule 3 Part 2 - Service Specifications.

Supplier Administration

• Liaise with existing and new suppliers on required information.
• Keep updated credit application and information sheets of suppliers.
• Complete all new supplier applications.
• Ensure copies of all documentation are made before sending to head office.
• File invoices and correspondence systematically for easy access.
• Respond to supplier payment queries.
• Submit remittance advice to suppliers and assist with payment queries.
• Be familiar with SLAs with suppliers and contractors.

Additional Site Compliance

• Adhere to the TFS’s SHEQ Policies & Procedures.
• Ensure compliance with policies related to financial management, controls, and expenditure authorization.

Skills and Competencies

• Excellent telephone etiquette.
• Good command of the English language.
• Bilingual skills.
• Knowledge of Helpdesk Procedures and TFS processes.
• Basic knowledge of the client and the building operations.
• Understanding of the PPP model and the PPP Agreement.
• Knowledge of SARS Tax and Vat Acts and applicable legislation.

Qualifications

• Grade 12.
• Tertiary qualification in call centre/customer service is an advantage.
• 2–3 years’ experience in a call/client centre environment.
• Computer literacy in MS Word, Excel, PowerPoint.
• Experience with Infor EAM system.
• Understanding of the site Agreement and Schedules.