Helpdesk Operator

2 weeks ago

Durban, South Africa Tsebo Group Full time

**About Us**:
Tsebo Facilities Solution is looking for a Helpdesk Operator to answer incoming calls to the Helpdesk promptly and professionally; to provide a high level of customer service to all external and internal callers; to log calls accurately in line with 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 system.
- Log caller details.
- Log fault details.
- Log location details.
- Categorize calls.
- Prioritize calls.
- Assign calls.
- Note all relevant details and comments.
- Close calls when required

**Systems 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 performance.
- 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 the Help Desk Supervisor when necessary

**Reports**
- Generate reports as requested by the 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 service is provided and maintaine**d.**

**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 Packages (MS Word, Excel, Access)
- Knowledge of the location of IALCH
- Excellent interpersonal skills
- Telephone etiquette
- Good Communication 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 display professionalism.

**Qualifications**:

- Grade 12
- Secretarial or telephonist Certificate/Diploma would be an advantage.
- 1-2 years Experience in similar environment

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