Helpdesk Operator

Position title: HELPDESK OPERATOR

Position reports to: HELPDESK SUPERVISOR

Business Unit: FACILITIES MANAGEMENT

About The Role

This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.

Decision Making Authority

This Position Has The Authority To

• Works independently within a broad framework of existing policies and guidelines. Fast and efficient handling of queries. Facilitate the smooth flow of documentation between company offices. Reporting. Ensures that more complex queries are escalated appropriately and resolved.

Experience / Education

• Grade 12
• Administration
• 3-5 years relevant experience

Skills Required

• Time management
• Attention to details
• Accuracy for processing
• Achieving deadlines
• Interpersonal skills
• Administration
• Telephone etiquette
• Customer experience
• Excellent communication
• Excellent listening skills
• Planning, Organising and Control own work effect

Knowledge Required

• Computer literacy- MS Office, Outlook, Power Point , Excel
• Ability to follow established procedure
• Multi-Task
• Ability to communicate with all levels of management
• Customer orientation
• Ability to handle queries and requests

Competencies Required

• Problem solving and decision making
• Client experiences orientation
• Ability to work in a team
• Professional, Friendly and Polite approach
• Much be approachable and presentable
• Good with details
• Self-motivation and flexible
• Teamwork and co-operation
• Ability to work under pressure
• Self confidence