Helpdesk Operator

Tsebo Solution; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading service provider in Johannesburg is looking for a Helpdesk Operator to manage incoming calls, assist clients, and ensure compliance with service standards. The ideal candidate has Grade 12, customer service experience, and is literate in MS Office. This position offers opportunities for professional growth within a dynamic environment.

Qualifications

• 2-3 years’ experience in a call/client centre environment.
• Understanding of site Agreement and Schedules.

Responsibilities

• Log incoming calls from clients in line with the Helpdesk Procedure.
• Provide feedback on job progress to clients.
• Generate reports as requested.

Skills

Computer literacy in MS Word, Excel, PowerPoint

Customer service roles experience

Call handling skills

Education

Grade 12

Tertiary qualification in call centre/customer service

Tools

Infor EAM system

Job description

Job Title: Helpdesk Operator

Location: Gauteng, Johannesburg

Deadline: August 02, 2025

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Duties & Responsibilities

Logging Calls

• Log incoming calls from clients in line with the Helpdesk Procedure.
• Answer calls within 3 rings.
• Log calls accurately on the Helpdesk System, including all relevant details and comments.
• Assist clients with venue and parking bookings via the Helpdesk System.

Caller Response and Follow-up

• Provide feedback on job progress to clients.
• Follow up with relevant departments on call progress.
• Attend to calls within prescribed rectification periods.
• Escalate calls that reach 2/3 of their store time allocation.
• Handle all calls politely and courteously, including difficult callers.
• Escalate challenging callers to the Business Support Manager when necessary.

Reports and Information Management

• Generate reports as requested, in line with contract specifications.
• Maintain high customer service standards.
• Document and record all helpdesk-related information.

Safety Awareness

• Perform all tasks safely and competently.
• Report safety issues immediately to the Facilities Manager.

Site Compliance

• Adhere to TFS’s SHEQ policies and procedures.
• Ensure compliance with PPP Agreement, especially Schedule 3 Part 2 - Service Specifications.

Supplier Administration

• Liaise with existing and new suppliers for required information.
• Keep updated credit application and supplier information sheets.
• Complete all new supplier applications.
• Maintain organized records of invoices and correspondence.
• Respond to supplier payment queries and submit remittance advice.
• Be familiar with SLAs with suppliers and contractors.

Qualifications

• Grade 12
• Teritary 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 site Agreement and Schedules.
• Experience in customer service roles.