Helpdesk Operator

2 weeks ago

Cape Town, South Africa Tower Group Full time

**Required**:

- Matric (Must)
- Relevant degree or diploma Equivalent (added advantage)
- A minimum of 3 years’ property experience
- Strong Proficiency in relevant computer packages (MS Office) and software packages (PIMS & MyBuildings)

**Responsibilities**:
**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.
- Follow standards of the helpdesk procedures.
- Adhere to deadlines set by management.

**Invoice 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-complaint invoices.
- Reconciliation of vendors statements

Reporting:

- 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).

**Vendors**:

- Loading vendors on PIMS2 / MyBuildings.
- Manage vendor’s documentation are 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).

**Query Resolution**:

- Escalations of unresolved logged calls to Management.
- Resolve queries allocated by Management.
- Inform management of recurring problems.

**General**:

- Follow Procurement standards and procedures. (as per Eris Procurement requirements).
- Complete insurance claims and send to insurer

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