Helpdesk Operator (FTC)

Bidvest Facilities Management; Alice; On-site; ZAR 150 000 - 250 000; Full time

Job summary

An established industry player is seeking a dedicated individual to manage helpdesk operations and ensure exceptional customer service. In this role, you will be responsible for handling job requests, maintaining communication with clients, and updating job statuses in the Cherwell system. Your ability to work independently, manage multiple tasks, and follow up on service requests will be crucial. This position offers the opportunity to develop your administrative skills in a dynamic environment, where your contributions will directly impact customer satisfaction and operational efficiency. If you're ready to take ownership of your work and thrive in a fast-paced setting, this is the perfect opportunity for you.

Qualifications

• 1-3 years experience in administrative duties and helpdesk.
• Must have a valid SA driver's license and customer service training.

Responsibilities

• Manage jobs according to Service Level Agreements (SLA).
• Update Cherwell system with job statuses and follow up on calls.

Skills

Communication Skills

Customer Service

Problem Solving

Attention to Detail

Education

Matric (Senior Certificate)

Certificate in Administration / Helpdesk and Customer Service

Call Center Certificate

Tools

MS Word

MS Excel

MS Outlook

Cherwell System

Job description

ROLE PURPOSE

Ensure jobs are managed in accordance with Service Level Agreements (SLA).

MAIN OUTPUTS

1. Must be clear and audible on telephone and hand held radio mediums. Well spoken.
2. Must have a high level of e-mail etiquette and understand the professionalism of a draft or response of an e-mail.
3. Issuing and managing of logged jobs from helpdesk to the supplier, technicians and maintenance personnel.
4. Interact with the customer both on receiving the request and informing the requestor of the jobs status.
5. Follow up on calls logged - Depending on the SLA they are logged in. These calls are split into warning calls and breached calls of which the aim is to follow up on the warning before it moves into a breached stage.
6. Update the Cherwell system with updated feedback and updating priorities where absolutely necessary with a valid reason captured on the system (Journal).
7. Maintain open communication channels with Maintenance Managers, Helpdesk Supervisor, Suppliers, client & Maintenance team overall.
8. Follow outlined processes regarding quality assurance and overall telephone etiquette.
9. Filing of all site operational documents (Work orders/ Job cards).
10. Understand and respond to questions from all emails and callers.
11. Must become familiar with respective software and log calls according to the instruction provided via telephone, radio and e-mail. Must log calls clearly and correctly.
12. Must be willing to work shifts.
13. Must be willing to be on standby in case of emergencies, working extra shifts at the discretion of the manager or if the operation requires it.
14. Ability to work without direct supervision.
15. Take ownership and responsibility of an issue from start through to a successful resolution.
16. To ensure that relevant and respective reports are sent out in a timeous fashion and within deadlines.

QUALIFICATIONS AND SKILLS The Applicant Must Meet The Following Requirements

1. Matric (Senior Certificate)
2. Certificate in Administration / Helpdesk and Customer Service
3. Call center certificate (Advantageous)
4. Valid SA drivers
5. 1-3 years relevant experience conducting administrative duties and helpdesk
6. Customer Service training and administration
7. MS Word, MS Excel & MS Outlook

FUNDAMENTAL COMPETENCIES

1. Customer/Client Focused
2. Ability To Deal With Ambiguity
3. Interactive Reasoning
4. Planning & Scheduling
5. Teamwork & Partnering
6. Relationship Building
7. Good Listening Skills
8. Excellent Oral Communication