Helpdesk Operator

2 weeks ago

Cape Town, South Africa Bidvest Facilities Management Full time

**Brief Role Description**

To efficiently capture and process customer requests in accordance with Service Level Agreements (SLA)

**Key Performance Areas (Kpa's)**
- Must be clear and audible on telephone and hand-held radio mediums. Well-spoken.
- Issuing and managing logged jobs from the helpdesk to the supplier, technicians, and maintenance personnel.
- Interact with the customer both upon receiving the request and informing the requestor of the jobs status.
- Follow up on calls logged - Depending on the SLA they are logged in. These calls are split into warning calls and breached calls of which the aim is to follow up on the warning before it moves into a breached stage.
- Update the Cherwell system with updated feedback and updating priorities where necessary with a valid reason captured on the system (Journal)
- Maintain open communication channels with Maintenance Managers, Helpdesk supervisors, Suppliers, clients & Maintenance team overall.
- Follow outlined processes regarding quality assurance and overall telephone etiquette.
- Filing of all site’s operational documents (Work orders/ Job cards)
- Must be willing to work shifts.
- Must be willing to be on standby in case of emergencies, working extra shifts at the discretion of the manager or if the operation requires it.
- Ability to work without direct supervision.
- Take ownership and responsibility of an issue from start through to a successful resolution.
- To ensure that relevant and respective reports are sent out in a timely fashion and within deadlines.

**Person Specification**

Certificate in Call-Centre/Customer Service

Matric (Senior Certificate)

Minimum 2 years relevant experience in a Call Centre environment

Call-center service training, Customer Service training

MS Word, MS Excel & MS Outlook

**Bidvest FM is committed to the Achievement and Maintenance of Equity in Employmen**t**

Preference will be given to persons with disabilities.

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