Service Desk Operator

2 weeks ago

Stellenbosch, South Africa Stellenbosch University Full time

Duties/Pligte The incumbent's responsibilities will include, but will not be limited to:

- Capturing new requests and finalising selfhelp requests on the service desk system;
- Determining the nature of the request, allocating the correct cost centre information, and assigning it to the correct team lead;
- Maintenance enquiries and complaints: Assisting by following up with internal and external parties and / or escalating it to the relevant department;
- Updating the system (relevant work order/request) with feedback/progress reports from internal and external parties;
- Capturing recoverable damage requests and ensuring that all detail for cost recovery is obtained;
- Capturing and distinguishing between general maintenance and customer accountable requests;
- Resolving and responding to customer queries, complaints, comments and suggestions;
- Ensuring that clear communication and comprehensive feedback are provided to internal and external parties for business continuity purposes;
- Stand-by administration: Ensuring that standby hours, as recorded in the register, are captured on the system and that all relevant administrative tasks are executed for financial processing;
- Building/ nurturing strong, positive relationships with colleagues, clients, visitors and other internal/external parties;
- Maintaining and improving quality results by adhering to standards and guidelines, and recommending improved procedures;
- Transferring calls, taking messages and handling call backs in an effective manner;
- Maintaining communication and office equipment by reporting problems;
- Prioritising tasks and communicating with the team regarding backlog requests and how each member will attend to it to resolve tasks speedily;
- Ensuring that assigned tasks are attended to during leave or absence;
- Extracting and summarising reports;
- Reviewing / analysing system data as required;
- Performing ad hoc duties as required.

Job Requirements/Pos Vereistes
- Experience in a call center environment, using fast and accurate typing skills;
- Experience in a facilities management environment;
- Planon software knowledge and experience;
- Excellent customer and telephone skills;
- Strong customer service ethics;
- Accurate data capturing skills;
- Strong communication and interpersonal skills at individual and team level;
- Fluency in both English and Afrikaans;
- An analytical and detail orientated approach;
- A high level of computer skills in MS Office (Excel, Word);
- Knowledge of MS Teams;
- Exceptional administrative knowledge;
- The ability to work independently;
- Good systematic organisational skills and the ability to work under pressure;
- The ability to deal with challenging clients in a professional and calm manner;
- Willingness to work after hours as required;
- The ability to work effectively within a team.

Recommendation/Aanbeveling
- Ideally a Certificate (N4 / N5) in a related discipline;
- Working knowledge of integrated facilities management and helpdesk systems and processes;
- Advanced proficiency in Excel.

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