Maintenance Helpdesk Operators at Sun International

Responsible for the timely and effective response to maintenance queries and problems through the receipt and logging of identified problems; the co-ordination and allocation of job cards to relevant maintenance managers, supervisors or maintenance team members and follow-though until resolution, in line with Company procedures.

Education

• 1-Year Certification in maintenance; call centre environment.

Experience

• Minimum of 2 year experience in a helpdesk environment
• Experience with Microsoft Active Directory an advantage
• Experience with hospitality and gaming systems an advantage

 

Skills and Knowledge

• Problem solving
• Attention to detail
• Assessing and evaluating information
• Organising skills
• Initiative
• Decision-making skills
• Dealing with customers
• Technical acumen
• Listening skills
• Telephone skills
• Proficient in MS Office

Key Performance Areas

Incident Response & Service Desk Allocations

• Respond telephonically to user issues
• Identify user information
• Log incidents / calls
• Complete checklists
• Conduct telephonic diagnostics to facilitate prompt resolution or redirection to
  relevant maintenance manager
• Pick up new incidents and correctly assign to relevant maintenance areas for
  troubleshooting and resolution
• Monitor severity of incidents, update the system, and escalate issues where
  necessary in line with policy
• Complete Incident priority reports for shift handover meetings with the correct level
  of detail for current incidents

User Engagement

• Answer calls received by the service desk promptly and treat all clients with respect
• Analyses severity of the issue i.e. high, medium, low
• Elicit caller information for mandatory fields
• Capture information accurately and efficiently into the system
• Interacts with the client and provides service to resolve their individual queries
• Identifies and resolves potential service issues first time round
• Complaints, disputes and suggestions are actioned / escalated as per SOP
• Service delivered as per SOP

Job Complexity

• Requires knowledge of standardised work routines and methods, general facts and information and the use of simple machines and
  equipment
• Planning is immediate
• Perform the organisation, planning and prioritisation of tasks for self to ensure that work gets done efficiently and within budget
  constraints;
• Interact with clients and other functions and teams with regards resolving technical issues.

Problem- Solving

• Interprets client issues and resolve directly or escalates to manager as required
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority;
• Considers all the facts, options and possible outcomes prior to making decisions;
• Works independently, and is orientated towards solving client queries.