Helpdesk Operator

• Utilize and operate the CAFM & Helpdesk system
• Receive calls and determine, category, type and response.
• Enter the details of the request on the Helpdesk system
• Advise the caller of when to expect a first line of response
• Allocate the request to the designated Service Provider (SP) and inform other concerned parties as appropriate
• Be aware of multiple calls regarding the same issue and advise accordingly
• As the system alerts to an outstanding response, contact the SP directly to ascertain why the delay and inform the caller
• In the event of a further untimely delay, escalate to concerned parties and inform the caller
• If required, closely monitor the progress of all jobs until closed and verify the SP has closed with sufficient information on work performed
• Closes the loop with the end user to their satisfaction
• Carries out telephone surveys
• Any other customer facing activity as instructed
• Support in CAFM and other technology related activities.
• Logs and resolves CAFM related requests
• Support in data management tasks and other tasks given by Management

Skills Required:

• Strong organizational skills, interpersonal skills and a positive attitude
• Strong verbal and written communication skills
• Proven skills related to the position
• Strong communication and interpersonal skills
• Ability to delegate tasks and supervise others
• Great multi-tasking abilities and attention to detail

Qualifications:

Degree in Information Technology or equivalent experience

•           Has Helpdesk experience

•         •           Technology savvy, with interest in IT & Systems

•           Approx. 3 plus years related experience