Help Desk Administrator

Johannesburg - South Africa

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Department:

Operations

Job Summary

Duties & Responsibilities

Answer all helpdesk calls within 20 seconds and respond to clients in a professional and courteous manner.
Monitor automatically logged email requests acknowledge receipt and ensure clients receive prompt progress updates.
Ensure all open logs (phone or email) are followed up and completed within SLA preferably within 24 hours.
Categorise prioritise and assign requests to relevant teams or suppliers and ensure prompt feedback on progress to the customer.
Escalate unresolved delayed or high-priority issues to the Helpdesk Supervisor or relevant manager.
Handle difficult callers professionally and escalate when necessary.
Create and process purchase orders timeously and accurately.
Receipt invoices daily and follow up on outstanding invoices.

Behavioural Competencies

Emotional intelligence and resilience.
Strong interpersonal and relationship-building skills.
Ability to adapt to change and remain productive under pressure.
Professionalism and integrity in client and team interactions.
A proactive self-motivated approach to work.

Key Performance Indicators

All inbound calls answered within 20 seconds.
All email requests acknowledged within 1 hour.
All open logs resolved or escalated within SLA preferably within 24 hours.
Minimum SLA compliance rate of 95% for call and email handling.
Accurate and complete logging of 100% of client interactions.
Consistent positive client feedback on communication and responsiveness.

Minimum Requirements

Grade 12/Matric.
Computer literacy (MS Office Suite essential)
23 years experience in customer service call centre or hospitality front-line role.
Knowledge of facilities management processes and systems advantageous.
Proficiency in English (additional languages an advantage).
The applicant must possess the following traits and skills:
- Strong customer service and communication skills (verbal & written).
- Excellent logging monitoring and follow-up ability.
- Ability to manage automatically logged email requests and ensure timely client feedback.
- Strong attention to detail and accuracy in capturing information.
- Ability to work under pressure and manage time effectively.
- Professional resilient and client-focused attitude.
- Ability to work independently with minimal supervision.

Required Experience:

Unclear Seniority

Duties & ResponsibilitiesAnswer all helpdesk calls within 20 seconds and respond to clients in a professional and courteous manner.Monitor automatically logged email requests acknowledge receipt and ensure clients receive prompt progress updates.Ensure all open logs (phone or email) are followed up ...

Duties & Responsibilities

Answer all helpdesk calls within 20 seconds and respond to clients in a professional and courteous manner.
Monitor automatically logged email requests acknowledge receipt and ensure clients receive prompt progress updates.
Ensure all open logs (phone or email) are followed up and completed within SLA preferably within 24 hours.
Categorise prioritise and assign requests to relevant teams or suppliers and ensure prompt feedback on progress to the customer.
Escalate unresolved delayed or high-priority issues to the Helpdesk Supervisor or relevant manager.
Handle difficult callers professionally and escalate when necessary.
Create and process purchase orders timeously and accurately.
Receipt invoices daily and follow up on outstanding invoices.

Behavioural Competencies

Emotional intelligence and resilience.
Strong interpersonal and relationship-building skills.
Ability to adapt to change and remain productive under pressure.
Professionalism and integrity in client and team interactions.
A proactive self-motivated approach to work.

Key Performance Indicators

All inbound calls answered within 20 seconds.
All email requests acknowledged within 1 hour.
All open logs resolved or escalated within SLA preferably within 24 hours.
Minimum SLA compliance rate of 95% for call and email handling.
Accurate and complete logging of 100% of client interactions.
Consistent positive client feedback on communication and responsiveness.

Minimum Requirements

Grade 12/Matric.
Computer literacy (MS Office Suite essential)
23 years experience in customer service call centre or hospitality front-line role.
Knowledge of facilities management processes and systems advantageous.
Proficiency in English (additional languages an advantage).
The applicant must possess the following traits and skills:
- Strong customer service and communication skills (verbal & written).
- Excellent logging monitoring and follow-up ability.
- Ability to manage automatically logged email requests and ensure timely client feedback.
- Strong attention to detail and accuracy in capturing information.
- Ability to work under pressure and manage time effectively.
- Professional resilient and client-focused attitude.
- Ability to work independently with minimal supervision.

Required Experience:

Unclear Seniority

Key Skills

user account
Active Directory
Customer Service
Information Technology
desk support
End user
Project Management
Phone Calls
service levels agreement
Desk Staff
Ltil
Procedures
Setup
hardware
Technical Support

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About Company

Servest Careers

We form strategic partnerships with our clients to integrate people, places, processes, and tech for facilities management, cleaning solutions, and more.

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