Helpdesk Operator at Tsebo Solution

Duties & Responsibilities    

• To receive the calls made at the help desk and log the calls required accurately and professionally. To allocate the calls to the correct Service Provider and ensure that the call is auctioned immediately To maintain communication with the person logging the call to ensure they are satisfied with the action given on their call.
• Log calls on the internal system
• Log calls accurately on the system and ensuring that the request is clear and precise
• Answer all telephonic calls within the defined response time
• Log caller details in friendly and professional manner and provide accurate information to caller at all times
• Customer satisfaction
• Respond to calls within the defined response time
• Handle all calls in a polite and friendly manner
• Generate reports as requested by the Help Desk Supervisor
• Provide feedback and critical observation to the Help Desk Supervisor on daily issues and performance
• Ensure a high level of customer service is provided and maintained
• Liaise with the Site maintenance coordinators
• Develop a sound understanding of the system including capturing of information and scheduling of planned work.
• Provide systems support to site maintenance coordinators

Skills and Competencies    

• Good oral and written communication skills
• Ability to deliver high quality and proactive service to internal and external customers.
• Must be punctual and reliable
• Customer and team orientated
• Friendly, energetic disposition
• Ability to work independently within laid down parameters
• Ability to work shifts
• Ability to be detail orientated

Qualifications    

• Matric
• 2-3 years experience in helpdesk or call centre environment.
• Computer literacy on MS Office Packages ( MS word, Excel, Outlook and PowerPoint)