Helpdesk Operator

Primary Duties

Logging of all requests for service:
Receive all help desk service requests from clients
Ensure all calls, however received, are logged onto the computer aided facilities management system
Receive and capture completed job cards from operations and submit for closing to project specific call center
Ensure supporting documentation is included on all calls where applicable
Provide standby services after hours

Issuing of service requests to responsible parties:
Forward all tasks to the responsible parties
Follow up that the task was successfully allocated

Follow up on all tasks:
Produce daily report on all requests logged on help desk for the Technician highlighting present status
Ensure all completed tasks are closed
Highlight in-completed tasks and drive for closure
Follow up on outstanding issues
Update task status for client information
Report to on-site Technical Manager

It should be noted that, for operational reasons, it may be necessary to perform tasks other than those described herein from time to time.

Prescribed procedures may be amended by management as and when required.

Key Skills and Experience
Grade 12
Min 2-year relevant working experience preferably in Facilities Management
Computer literate (MSOffice)

People and Management Skill
Excellent literacy skills
Good interpersonal relations
Good communication skills
Ability to work in a team
Customer focused
Good organizational skills and ability to prioritize tasks
Ability to use initiative
Adhere to deadlines and targets
Ability to multi-skill
Analytical and quick thinking
Have a professional attitude
Problem solving skills
Self-motivated and work independently
Take ownership of tasks
Integrity
Service orientated
Take ownership of tasks

Key result areas
Understand role of reporting to the business and client
Understand role of ensuring output is aligned with business requirements
Understand interworking with various teams to ensure client financial compliances
Understanding that feedback and communication is critical to success

Values/ Behavioural
Open Communication
Teamwork
Accountability
Respect
Caring

Additional Responsibilities and Skills
The employee acknowledges that all duties performed will reflect on the client and will thus act in a professional manner at all times, as FMS is a service provider, all necessary steps need to be t