Help Desk Operator

1 week ago

Durban, South Africa Tsebo Group Full time

**About Us**:
Tsebo Facilities Solutions is looking for a Helpdesk Operator to answer incoming calls promptly and proffessionally. To provide a high level of customer service to all external and internal callers. To log calls accurately in line with the Helpdesk policies and procedures.

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**:
Log Calls:

- Log calls accurately on the sysytem
- Log caller, fault and location details
- Categorize calls
- Prioritize calls
- Assign calls
- Note all relevant details amd comments
- Close calls when required

Sytems update
- Call annotation updates

Teamwork
- Provide on the job training and support to other staff members as required

Service Provider Follow up
- Follow up call progress with internal and external service providers
- Report on poor perfromance
- Escalate calls which have reached 2/3 of them restore time allocation

Caller interaction
- Handle all calls in a polite and friendly manner
- Handle difficult callers with respect and diplomacy
- Escalate difficult callers to Helpdesk Supervisor when necessary

Reports
- Generate reports as requested by Operations Manager

Feedback
- Provide feedback and critical observation to the Operations Manager on Helpdesk issues and performance

Customer Satisfaction
- Ensure a high level of customer serice is provided and maintained

General
- All Staff to fully adhere to TFS house rules and safety,Health, Environmental and Quality Systems (SHEQ) (ISO 9001, ISO 14001 & ISO 18001)

**Skills and Competencies**:

- Computer literacy on MS Package (Ms Word, Excel,Acces)
- Knowledge of the location of IALCH
- Excellent interpersonal skills
- Telephone etiquete
- Good coomunication skills
- Attention to detail
- Ability to plan, organise and control own work effort
- Ability to manage more than one situation at a time
- Ability to diplay proffessionalism

**Qualifications**:

- Grade 12
- Secretarial or telephone Certificate/Diploma (Advantage)
- 1 - 2 years experience in similar environment

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