Helpdesk Operator

2 weeks ago

Johannesburg, Gauteng, South Africa Tsebo Group Full time

About Us:


Tsebo Facilities Solution is looking for a Helpdesk Operator to receive the calls made at the helpdesk and log the calls required accurately and professionally.

To allocate the calls to the correct facilities manager and In-house team member and ensure that the call is actioned, closed and followed up if required.

To maintain communication with the person logging the call to ensure they are satisfied with the action given on their call.

To ensure all relevant back up documentation is maintained


As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity.

We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more.

Developing our people - the heart of Tsebo - is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients' needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

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 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 relating to the helpdesk are documented and recorded.

Safety Awareness

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

Site Compliance

  • Adhere to the TFS's Safety, Health, Environmental and Quality (SHEQ) Management System's Policies & Procedures of as applicable to this position.
  • Ensure requirements of PPP Agreement are adhered to, especially Schedule 3 Part
  • Service Specifications.

Supplier Administration

  • Liaise with existing suppliers and new suppliers on information required.
  • Ensure that copies of all documentation are made before sending to head office.
  • File invoices and correspondence in a methodical manner for easy access.
  • Respond to supplier payment queries.
  • Submit remittance advice to suppliers and assist with queries relating to payments.
  • Be familiar with SLAs in place with suppliers and contractors

Site Compliance

  • Adhere to the TFS's Safety, Health, Environmental and Quality (SHEQ) Management System's Policies & Procedures of as applicable to this position.
  • Ensure compliance with TFS policies and procedures related to financial management, controls and expenditure authorization levels.

Skills and Competencies:

  • Excellent telephone etiquette
  • Good command of the English Language
  • Bilingual
  • Detail knowledge of Helpdesk Procedure and TFS processes
  • Basic knowledge of the client and the building where the function operate
  • Good knowledge and understanding of PPP model and the PPP Agreement
  • Knowledge on SARS Tax and Vat Acts and applicable legislation
  • Good knowledge and understanding of PPP model and the PPP Agreement

Qualifications:

  • Grade 1
  • Tertiary qualification in call centre / customer service environment is an advantage
Years' experience in a call/client centre environment

  • Computer Literacy on MS Packages (MS Word, Excel, PowerPoint)
  • Experience on the Infor EAM system
  • Understand the site Agreement and Schedules

  • Helpdesk Operator

    2 weeks ago

    Johannesburg, Gauteng, South Africa Tsebo Group Full time

    About Us:Tsebo Facilities Solution is looking for a Call Centre Agent:To provide a professional Helpdesk service by providing value added customer service to Facilities users and focusing on customer needs, thereby ensuring customer satisfaction.To ensure service delivery is aligned to the output specifications pertained in the PPP AgreementStandby support...

  • Helpdesk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Crayon Full time

    How you'll roleAs a Helpdesk Manager, you will assume responsibility for leading and supervising a helpdesk team, ensuring the efficient and effective handling of queries, reports, and requests generated on the helpdesk platform. Your key responsibilities will involve recruiting and training team members, setting objectives, analysing performance metrics,...

  • Isp Helpdesk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Reflex Solutions (Pty) Ltd Full time

    About ReflexEstablished in South Africa 23 years ago, Reflex Solutions has quickly grown into a reputable ICT solutions provider with a proven track record of renowned ICT solutions in the retail-sector and a strong FNO partnership network. We boast a team of highly experienced technical professionals, empowering us to deliver quick and high-quality service...

  • Helpdesk Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa Digital Maintenance Trading Full time

    IT Helpdesk AgentIntroduction:As an IT Helpdesk Agent, you are responsible for answering calls in the support queue as well as providing remote assistance to customers. This will be in the form of telephonic assistance or via remote assistance tools.In this role, you will provide a variety of IT support services which will include but not limited to,...

  • Technical Helpdesk

    2 weeks ago

    Johannesburg, Gauteng, South Africa Asource Recruitment Full time

    To be successful in this role, the candidate will be responsible for technical helpdesk support. The candidate will be the go-to person for providing technical assistance and support related to vehicles, Mechanical and electrical. They will be responsible for answering queries and resolving any vehicle related issues. Ultimately, the candidate will ensure...

  • Helpdesk Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Niche Recruiting Full time

    My client based in Parktown is seeking a Helpdesk Team Leader to join their team. The successful encumbant will be managing a Team of Held Desk Engineers that offers user support, desktop support and system support.Must have managed a team of helpdesk engineers previously (Non-Negotiable)Responsibilities: Daytoday management of support calls First, Second...

  • Senior Helpdesk Support Engineer

    2 weeks ago

    Johannesburg, Gauteng, South Africa Nambiti Technologies (Pty) Ltd Full time

    These jobs were popular with other job seekers Reference: JHB002475-TR-1We are recruiting for a Senior Helpdesk Support Engineer. Duties & Responsibilities Customer ServiceReceive calls from senior customer engineer/ help desk.Verify/ identify problems with help desk.Contact users to get clarity on problems and trouble shoot.Provide telephonic support to...

  • IT Support Helpdesk Level 1

    2 weeks ago

    Johannesburg, Gauteng, South Africa Exclusively Remote Full time

    IT Support Helpdesk Level - RMM SpecialistOne of our Clients based in the US are looking to grow their team with experienced Remote IT Support Helpdesk Level - RMM SpecialistKey Requirements: (Min 1 year Experience) Proficiency in maintaining and monitoring Remote Monitoring and Management (RMM) tools, specifically NinjaOne RMM: Experience in handling basic...

  • IT Helpdesk Support Technician

    2 weeks ago

    Johannesburg, Gauteng, South Africa Hanani Project Management Solutions (PTY) Ltd Full time

    Provide first Level Helpdesk Support on computer systems, serving as first point of contact for customers seeking technical assistance.KEY RESPONSIBILITIES:Technical Responsibilities Customer Service Warranty, Guarantee & Repair claims management Contact clients who have logged tickets and update account managers accordingly Client expectation management...

  • Tech Officer: Helpdesk Consultant

    2 weeks ago

    Johannesburg, Gauteng, South Africa BCXP Full time

    Structure, Grade & Reporting Job grade/level OP1 Business Unit Digital Solutions Platform Department Retail & Heath Solutions Position reports to Team Leader Span of Control 0 Core DescriptionProvides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the clients needs. Key Deliverables /...

  • Helpdesk Operator

    2 weeks ago

    Johannesburg, Gauteng, South Africa CBRE Excellerate Full time

    Main Purpose / Objective of the Position:This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.Decision Making Authority:Works independently within a broad framework of existing...

  • Helpdesk Analyst

    2 weeks ago

    Johannesburg, Gauteng, South Africa Gilbarco Full time

    JOB TITLE: Help desk Analyst.DEPARTMENT: Help Desk (Johannesburg, SA)REPORTING TO: Help desk Manager.PURPOSE OF POSITIONSupporting the current maintenance customers in the region and achieve SLA targets.KEY RESPONSIBILITIES Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their...

  • IT Operations

    2 weeks ago

    Johannesburg, Gauteng, South Africa Glasshouse Recruiting Full time

    Full Time _Gauteng_, _Johannesburg_ January 17, February 17, 2024 Helpdesk - InternetJob Overview:Requirements: Matric CompTIA A+, CompTIA Network+ (or similar) SQL query intermediate level Support centre certifications and/or degree in Information Systems Advantageous Strong business process background; able to quickly absorb information on, and identify...

  • IT Operations Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Full time

    Job DescriptionTo manage the computer operations infrastructure, infrastructure, server, networking, desktop and database administration of Integrated system staff management architecture strategy Drive business profitability in the context of cost management through Information technology solutions Establish, align and manage target and budget goals whilst...

  • Helpdesk Technology Operator

    2 weeks ago

    Johannesburg, Gauteng, South Africa Empact Group Full time

    Purpose of the role:Key responsibilities: Performing remote troubleshooting through diagnostic techniques and pertinent questions Determining the best solution based on the issue and details provided by customers Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details...

  • IT Operations Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Full time

    Job DescriptionTo manage the computer operations infrastructure, infrastructure, server, networking, desktop and database administration of Integrated system staff management architecture strategyHello Future IT Operations ManagerWelcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us...

  • Analyst - Service Operation

    2 weeks ago

    Johannesburg, Gauteng, South Africa MTN Nigeria Full time

    **OC Operations Proactively devising solutions and assisting with methods and means to timely resolve any outstanding service related issues. Daily monitoring and reporting of KPIs / KQI's across all Services Efficient and early detection of service degradation and customer service impact. Special Events Assurance for Monitoring and Support. (Sporting...

  • Help Desk Operator

    2 weeks ago

    Johannesburg, Gauteng, South Africa Servest Careers Full time

    Job Context:Servest is a world class business which is innovative and a leader in the Integrated Facilities Management Industry. The company offers an innovative environment that will accelerate your development and skills, as the highest value is placed on attracting top talent to the organisation.Applications are invited for a vacancy exists for a dynamic...

  • IT Helpdesk Technician

    2 weeks ago

    Johannesburg, Gauteng, South Africa Elite Search and Selection Full time

    Provide 24x7 support and maintenance Microsoft Servers environment: Initially nightshift: 10pm-5am Fault Resolution and Troubleshooting and provide support & technical advice to clients Implement and/or coordinate system updates and replacement of 'old' versions Ensure networks & servers are fully operational Administration: Conduct User, Network...

  • IT Helpdesk Technician

    2 weeks ago

    Johannesburg, Gauteng, South Africa Elite Search Full time

    Provide 24x7 support and maintenance Microsoft Servers environment: Initially nightshift: 10pm-5amFault Resolution and Troubleshooting and provide support & technical advice to clientsImplement and/or coordinate system updates and replacement of 'old' versionsEnsure networks & servers are fully operationalAdministration: Conduct User, Network printer,...