Helpdesk Operator

Respond to orders, general customer inquiries, invoice questions, and customer complaints.

Helpdesk

• Attend to daily logged calls on the helpdesk / MyBuildings.
• Logging and follow-up of complaints or other requests received from tenants for services to be rendered.
• Checking and advising the PSM on the client's mandates.
• Ensuring supporting documents are attached to Helpdesk / MyBuildings system.
• Allocating work orders to directly employed Property Service Management.
• Tracking job progress when call was logged, PO created, vendor completing to capturing invoices and report overdue work orders.
• Fast and efficient handling of calls received by helpdesk. Assign job cards to internal maintenance operatives and PSM. Immediate logging of the calls and supply reference #'s to the requester.
• Attending to follow ups and escalations of work orders daily.
• Accepting and completing of job cards and closing of work orders.
• Liaise with contractors, Building Managers, Property Manager and Facilities Manager to ensure all parties are up to date with current issues / changes.
• Notifying responsible supervisor of work to be carried out.
• Assist Property administrator with the uploading of tenants on MyBuildings.
• Send email broadcasts from MyBuilding system.
• Follow standards of the helpdesk procedures.
• Adhere to deadlines set by management.
• Checking / Audit all received invoices daily.
• All vendor's invoices received to be checked against compliance checklist.
• Check coding of invoices as per the code supplied by the requester of the job card.
• Ensuring that correct paperwork is attached to invoice.
• Follow up and resolve non-compliant invoices.
• Reconciliation of vendors statements.
• Prepare and report on daily progress report of helpdesk / MyBuildings. Report overdue work orders.
• Assist with accrual report per Service Manager from the system (monthly).
• Loading vendors on PIMS2 / MyBuildings.
• Manage vendor's documentation to be in line with procedure documentation (monthly).
• Assist contractors on MyBuildings (daily).
• Assist finance department with SLA invoices (monthly).
• Update Vendor files with the required documents (monthly).
• Audit approved vendor list and report noncompliance to PSM (monthly).
• Escalations of unresolved logged calls to Management.
• Resolve queries allocated by Management.
• Inform management of recurring problems.
• Communication correspondence such as emails, faxes and telephone calls are followed up / completed as required.
• Ensuring emails are read and responded to daily.
• Follow Procurement standards and procedures (as per Eris Procurement requirements).
• Complete credit applications.
• Complete insurance claims and send to insurer.

KEY COMPETENCIES

• Very strong communication skills.
• Excellent attention to detail and numerate accuracy.
• Innovative thinking and ability to follow process.
• Dynamic and enthusiastic.
• The ability to interact professionally with individuals at all levels of staff.
• Professional attitude and capability and personal initiative.

QUALIFICATIONS AND EXPERIENCE

• Matric (Must)
• Relevant degree or diploma Equivalent (added advantage)

Experience

A minimum of 3 years' property experience.

Strong proficiency in relevant computer packages (MS Office) and software packages (PIMS & MyBuildings).