SUMMARY:* Operates the help desk by receiving requests and allocating
accordingly
PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:
* Utilise and operate the Help Desk system
* Receive calls and determine, category, type and response
* Enter the details on the Help Desk 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
* 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.
EDUCATION / CERTIFICATION / KNOWLEDGE:
* Hands on experience of operating a modern CAFM system
* Has Help Desk experience - Customer engagement
* Demonstrated proficiency in the Microsoft Office environment including Word, Excel, PowerPoint, Project and Outlook.
EXPERIENCE:
* Approx. 1-2 plus years related experience
* Worked within Facilities Management .
SKILLS/ABILITIES:
* 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.
WORK ENVIRONMENT*
* Typical office environment working 9 hours (one hour break), five days a week on a shift basis covers 24h, including weekends
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