Helpdesk Supervisor

3 weeks ago

Johannesburg, South Africa Tsebo Group Full time

**About Us**:
Tsebo Facilities Solution is looking for a Helpdesk Supervisor who will be responsible to support the Helpdesk Manager and provide supervisory direction and strategic planning with regard to the technical interface of the Helpdesk ensuring it is up to date, effective and utilized correctly to assist in providing value added customer service to facilities users by focussing on service delivery, customer needs and contractual obligations as required in the Master Service Level Agreement.

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**:
**Operational Planning**:

- Co-ordinate staff to ensure the delivery of exceptional helpdesk services.
- Plan and schedule rosters to ensure optimal resourcing of all shifts.
- Exercise excellent judgement and decision making and be totally customer service driven.
- Organise large volumes of work for staff and others to multi-task.
- Liaise with Clients and key business managers to ensure full and proactive business support is provided to their areas of responsibility.
- Invest time and energy in the management and development and motivation of the helpdesk team, in a manner to ensure highest quality of service delivery while maintaining high team morale.
- Undertake skills enhancement and personal development through monitoring and mentoring, on individual and team basis.
- Ensure all aspects of Helpdesk and related Admin and HR policies and procedures are adhered to including timesheets, overtime claims, sick and leave forms.
- Provide accurate statistical reports when required.
- Implement dynamic operational working procedures, to support the delivery of service excellence.
- Develop strong communication and line reporting procedures to guide service implementation making improvements or changes where required.
- Strong detail analysis of service delivery and identify continuous improvements.
- Introduce systems for analysis of service delivery i.e. feedback surveys.
- Monitor the team’s performance promoting achievements and identifying weaker areas for improvement.
- Supervise employees, including timekeeping and attendance, and report employee issues to line manager.
- Manage calls in accordance to risk of contract to avoid paying penalties.
- Provide daily/ weekly/ monthly reports as required.

**Process and Procedure Effectiveness**:

- Improve methods of carrying out work through on-the-job concrete experience.
- Update and maintain documents detailing company Helpdesk procedures.
- Ensure that workflow continues without interruption.
- Provide technical guidance to Helpdesk Operators in resolving problems.
- Implement efficient and effective administrative performance and turn-around times.
- Responsible for the collation, distribution and control of sensitive information and reports to authorised persons only.
- Responsible for data capture integrity, process and governance.
- Follow up call progress with internal services providers/ contractors.

**Customer Service and Advice**:

- Keep up to date with business developments and strategies within the environment.
- Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced.
- Manage and resolve conflict within team, and with clients.
- Work with teams to develop and maintain a customer-focused attitude toward activities.
- Keep up to date with business objectives within the environment.
- Provide advice on general changes and compliance within the workplace management framework when required.
- Attend to and resolve all customer queries timeously or escalate when necessary.
- Follow up and follow through on all queries timeously.

**Reporting**:

- Update and maintain all relevant records.
- Prepare weekly/monthly reporting within set timeframes for submission to your Manager as requested.

**Code of Conduct**:

- Undertake such other responsibilities as directed by Management that will drive sustainability.
- Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
- Take responsibility for one’s own performance.
- Promote TFS’s & Hwawei’s image and corporate citizenry through deliberate and co-ordinated activities.
- Familiarise yourself with and ensure ongoing implementation of TFS’s quality management system for all policies and procedures relat

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