Hd Operator

**SUMMARY**:Operates the help desk by receiving requests and allocating accordingly

**PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES**:

- Utilise and operate the Help Desk system
- Receive calls and determine, category, type and response
- Enter the details on the Help Desk 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
- 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.

**EDUCATION / CERTIFICATION / KNOWLEDGE**:

- Hands on experience of operating a modern CAFM system
- Has Help Desk experience - Customer engagement
- Demonstrated proficiency in the Microsoft Office environment including Word, Excel, PowerPoint, Project and Outlook.

**EXPERIENCE**:

- Approx. 1-2 plus years related experience
- Worked within Facilities Management.

**SKILLS/ABILITIES**:

- Strong organizational skills, interpersonal skills and a positive attitude
- Strong verbal and written communication skills
- Proven skills related to the position
- Strong communication and interpersonal skills
- Ability to delegate tasks and supervise others
- Great multi-tasking abilities and attention to detail.

**WORK ENVIRONMENT**
- Typical office environment working 9 hours (one hour break), five days a week on a shift basis covers 24h, including weekends