Helpdesk Operator Job

Operates the helpdesk by receiving requests, resolving and allocating accordingly.

• 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.