Helpdesk Operator
Skills
About This Role
Job Purpose
Operates the helpdesk by receiving requests, resolving and allocating accordingly.
Key Responsibilities
- Utilize and operate the CAFM & Helpdesk system
- Receive calls and determine, category, type and response.
- Enter the details of the request on the Helpdesk system
- Advise the caller of when to expect a first line of response
- Allocate the request to the designated Service Provider (SP) and inform other concerned parties as
- appropriate
- Be aware of multiple calls regarding the same issue and advise accordingly
- As the system alerts to an outstanding response, contact the SP directly to ascertain why the delay
- and inform the caller
- In the event of a further untimely delay, escalate to concerned parties and inform the caller
- If required, closely monitor the progress of all jobs until closed and verify the SP has closed with
- sufficient information on work performed
- Closes the loop with the end user to their satisfaction
- Carries out telephone surveys
- Any other customer facing activity as instructed
- Support in CAFM and other technology related activities.
- Logs and resolves CAFM related requests
- Support in data management tasks and other tasks given by Management
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