Helpdesk Support

1 week ago

Pretoria, South Africa Broll Property Group Full time

**POSITION PURPOSE**
To provide a professional comprehensive Facilities Management Help Desk Service to the Client.

**ESSENTIAL FUNCTIONS AND BASIC DUTIES**
1. Assumes responsibility for the following administration and co-ordination relating to the Help Desk

a) Ensure Helpdesk Site Process is implemented, maintained and adhered to

b) Ensure reports are generated timeously and submitted to the Account Manager, as requested

c) Ensure Work Instructions are available for review prior to leaving site each day

d) Ensure Work Instructions are accurately completed, accurately captured and filed in numerical order daily

e) Follow up on progress of outstanding Work Instructions daily and report to Facilities any outstanding issues

f) Ensure Work Instructions with priority rating of 1 and 2 are immediately bought to the attention of the Account Manager

g) Ensure Work Instructions are collected timeously by the nominated employee

h) Update the register of Client users monthly

i) Ensure correct priority ratings are assigned to new Work Instructions

j) Ensure the filing system is accurate and up to date daily

k) Ensure the Helpdesk is manned at all times

l) Liaise with users daily to obtain feedback and customer satisfaction, document the feedback and file

m) Immediately advise the Facilities Manager of any systems failures, which could lead to failure of Broll to achieve the SLA

n) Adhere to ISO 9001 2008 initiatives

2. Assumes responsibility for the following onsite HR Administration

b) Collection of overtime and forwarding to Payroll for processing

3. Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.

a) Tracks and records resolutions of problems for future reference, training, and reporting.

b) Cooperates in a team environment to promote strong customer assistance and learning.

c) Works with different departments to assist in providing technical solutions as needed.

d) Keeps management well informed of area activities and of any significant problems.

e) Attends meetings as required.

4. Assumes responsibility for related duties as required or assigned.

a) Ensures that work area is clean, secure, and well maintained.

b) Completes special projects as assigned.

**PERFORMANCE MEASUREMENT**

**QUALIFICATIONS**
EDUCATION / CERTIFICATION: Matric
REQUIRED KNOWLEDGE: Basic understanding of business service functions
Basic understanding of Helpdesk functions

EXPERIENCE REQUIRED: Previous related experience
SKILLS / ABILITIES: Strong typing abilities
Excellent phone skills
Presentable at all times
Well organised and attentive to detail
Willing to cooperate and assist others
Able to use a PC, printer, phones and basic business equipment

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