Help Desk Operator at Tsebo Solution

Duties & Responsibilities    
Log Calls: 

• Log calls accurately on the sysytem 
• Log caller, fault and location details 
• Categorize calls 
• Prioritize calls 
• Assign calls 
• Note all relevant details amd comments 
• Close calls when required 

Sytems update

• Call annotation updates 

Teamwork

• Provide on the job training and support to other staff members as required 

Service Provider Follow up 

• Follow up call progress with internal and external service providers 
• Report on poor perfromance 
• Escalate calls which have reached 2/3 of them restore time allocation 

Caller interaction 

• Handle all calls in a polite and friendly manner 
• Handle difficult callers with respect and diplomacy 
• Escalate difficult callers to Helpdesk Supervisor when necessary 

Reports 

• Generate reports as requested by Operations Manager 

Feedback 

• Provide feedback and critical observation to the Operations Manager on Helpdesk issues and performance 

Customer Satisfaction 

• Ensure a high level of customer serice is provided and maintained 

General 

• All Staff to fully adhere to TFS house rules and safety,Health, Environmental and Quality Systems (SHEQ) (ISO 9001, ISO 14001 & ISO 18001)

Skills and Competencies    

• Computer literacy on MS Package (Ms Word, Excel,Acces)
• Knowledge of the location of IALCH 
• Excellent interpersonal skills 
• Telephone etiquete 
• Good coomunication skills 
• Attention to detail 
• Ability to plan, organise and control own work effort 
• Ability to manage more than one situation at a time 
• Ability to diplay proffessionalism

Qualifications    

• Grade 12
• Secretarial or telephone Certificate/Diploma (Advantage)
• 1 - 2 years experience in similar environment 

Closing Date    
2024/12/04