Helpdesk Operator at Tsebo Solution

Duties & Responsibilities

Log calls.

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

Systems 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 performance.
• 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 the Help Desk Supervisor when necessary

Reports

• Generate reports as requested by the 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 service 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).

Qualifications

• Grade 12
• Secretarial or telephonist Certificate/Diploma would be an advantage.
• 1-2 years Experience in similar environment