Helpdesk Operator

of all pass-through costs. As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of Tsebo – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs.  DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell. Duties & Responsibilities L ogging Calls

• Logging incoming calls from clients in line with the Helpdesk Procedure.
• Ensure that calls are answered within 3 rings.
• Ensure calls are logged accurately on the Helpdesk System.
• Ensure all relevant details and comments are recorded on the Helpdesk System / Work Order.
• Assist clients with confirming venue and parking bookings on the Helpdesk System.

• Provide feedback on job progress to clients
• Follow up with relevant departments on progress of calls
• Ensure calls are attended to within the prescribed rectification periods.
• Escalate calls which have reached 2/3 of their store time allocation.
• Handle all calls in a polite and friendly manner
• Handle difficult callers with respect and diplomacy
• Escalate difficult callers to the Business Support Manager when necessary

• Generate reports as requested by the client in line with contract specifications.
• Ensure a high level of customer service is provided and maintained
• Ensure that all documentation relating to the helpdesk are documented and recorded. 

• Ensure that all jobs are carried out in a safe and competent manner.                    
• Report on any safety issues to the Facilities Manager immediately to prevent any incidents.

• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.
• Ensure requirements of PPP Agreement are adhered to, especially Schedule 3 Part 2 - Service Specifications.

• Liaise with existing suppliers and new suppliers on information required.
• Keep updated credit application and information sheets of suppliers.
• Complete all new supplier applications.
• Ensure that copies of all documentation are made before sending to head office.
• File invoices and correspondence in a methodical manner for easy access.
• Respond to supplier payment queries.
• Submit remittance advice to suppliers and assist with queries relating to payments.
• Be familiar with SLAs in place with suppliers and contractors

• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.
• Ensure compliance with TFS policies and procedures related to financial management, controls and expenditure authorization levels.