Support Desk Operator (National Command and Risk Centre) at Fidelity Services Group

Role Overview 

• The National Command and Risk Centre (NCRC) Operator is responsible for managing and coordinating high-pressure security incidents, including kidnapping, extortion, and other critical events. The role requires calm, disciplined decision-making, strict adherence to SOPs, accurate information handling, and professional engagement with distressed clients and families. 
• This is not a routine monitoring position. Operators are trusted to perform under pressure and contribute directly to life-safety outcomes. 

Key Responsibilities 

• Monitor real-time alerts, tracking platforms, and geofence activations 
• Receive and manage high-stress inbound calls from clients and family members
• Maintain accurate, time-stamped incident logs and evidence records 
• Control information flow during sensitive and evolving incidents
• Apply escalation protocols correctly and without delay
• Support command staff, intelligence units, and specialist response teams
• Ensure strict confidentiality, ethical conduct, and documentation discipline

Operational Expectations 

• Operators must be comfortable working extended shifts, including nights and weekends, and managing emotionally charged situations over extended periods. The role demands focus, resilience, consistency, and professionalism under sustained pressure. 

Ideal Background 

• Security or emergency control room operations
• National or regional command Centre environments 
• SOC, NOC, intelligence, or operations roles
• Emergency services dispatch or coordination
• Aviation, logistics, or other high-reliability operational environments

Minimum Requirements 

• Matric (tertiary qualification advantageous)
• Proven experience in control room or operational environments
• Strong verbal and written communication skills
• High level of computer literacy and ability to work across multiple systems 
• Willingness to work in a 24/7 shift environment
• High ethical standard and clean disciplinary record