Helpdesk Operator at AFMS Group

Primary Duties

Logging of all requests for service:

• Receive all help desk service requests from clients
• Ensure all calls, however received, are logged onto the computer aided facilities management system
• Receive and capture completed job cards from operations and submit for closing to project specific call center
• Ensure supporting documentation is included on all calls where applicable
• Provide standby services after hours 

Issuing of service requests to responsible parties:

• Forward all tasks to the responsible parties
• Follow up that the task was successfully allocated 

Follow up on all tasks:

• Produce daily report on all requests logged on help desk for the Technician highlighting present status
• Ensure all completed tasks are closed
• Highlight in-completed tasks and drive for closure
• Follow up on outstanding issues
• Update task status for client information
• Report to on-site Technical Manager
• It should be noted that, for operational reasons, it may be necessary to perform tasks other than those described herein from time to time.  
• Prescribed procedures may be amended by management as and when required.

Key Skills and Experience

• Grade 12
• Min 2-year relevant working experience preferably in Facilities Management
• Computer literate (MSOffice)