Maintenance Helpdesk Operators - N/A10143
Code/Reference:
N/A10143
Applications accepted until:
2019-11-08
Number of Openings
1

Unit:

Carnival City

Location:

Brakpan

Job Purpose

  • 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.

 

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.