Help Desk Operator (Facilities Management)
Facilities Management, Business Services
Minimum Requirements
- Grade 12 (Matric).
- Secretarial or Telephonist Certificate/Diploma (advantageous).
- 1–2 years’ Experience in a similar environment.
- Computer literacy (MS Word, Excel, Access).
- Excellent telephone etiquette and interpersonal skills.
- Strong communication and attention to detail.
- Ability to manage multiple tasks and work under pressure.
- Professional and customer-focused approach.
- Answer incoming calls promptly and professionally.
- Log calls accurately, including caller details, fault descriptions, and location.
- Categorize, prioritize, and assign calls in line with Helpdesk procedures.
- Update call annotations and close calls when required.
- Follow up on call progress with internal and external service providers.
- Escalate calls approaching restore time and report poor performance.
- Handle difficult callers with respect and escalate when necessary.
- Generate reports as requested by the Operations Manager.
- Provide feedback on Helpdesk issues and performance.
- Ensure adherence to Tsebo’s SHEQ standards (ISO 9001, ISO 14001 & ISO 18001).
- in a similar environment.
Responsibilities
- Answer incoming calls promptly and professionally.
- Log calls accurately, including caller details, fault descriptions, and location.
- Categorize, prioritize, and assign calls in line with Helpdesk procedures.
- Update call annotations and close calls when required.
- Follow up on call progress with internal and external service providers.
- Escalate calls approaching restore time and report poor performance.
- Handle difficult callers with respect and escalate when necessary.
- Generate reports as requested by the Operations Manager.
- Provide feedback on Helpdesk issues and performance.
- Ensure adherence to Tsebo’s SHEQ standards (ISO 9001, ISO 14001 & ISO 18001).
