Position SummaryIssue of service requests and log onto on database as the link between the call centre and the technical support, and follow up on all tasks Key Accountabilities / Principal ResponsibilitiesPrimary DutiesLogging of all requests for serviceReceive all help desk service requests from clientsEnsure all calls, however received, are logged onto the computer aided facilities management systemReceive and capture completed job cards from operations and submit for closing to project specific call centerEnsure supporting documentation is included on all calls where applicableIssuing of service requests to responsible partiesForward all tasks to the responsible partiesFollow up that the task was successfully allocatedFollow up on all tasksProduce daily report on all requests logged on help desk for the Technician highlighting present statusEnsure all completed tasks are closedHighlight in-completed tasks and drive for closureFollow up on outstanding issuesUpdate task status for client informationReport to on-site Technical ManagerIt should be noted that, for operational reasons, it may be necessary to perform tasks other than those described herein from time to time. Prescribed procedures may be amended by management as and when requiredKey Skills And ExperienceGrade 12Min 2 year relevant working experience preferably in Facilities ManagementComputer literate (MSOffice)People and Management SkillExcellent literacy skillsGood interpersonal relationsGood communication skillsAbility to work in a teamCustomer focusedGood organizational skills and ability to prioritize tasksAbility to use initiativeAdhere to deadlines and targetsAbility to multi-skillAnalytical and quick thinkingHave a professional attitudeProblem solving skillsSelf-motivated and work independentlyTake ownership of tasksIntegrityService orientatedTake ownership of tasksKey result areasUnderstand role of reporting to the business and clientUnderstand role of ensuring output is aligned with business requirementsUnderstand interworking with various teams to ensure client financial compliancesUnderstanding that feedback and communication is critical to successAdditional Responsibilities And SkillsThe employee acknowledges that all duties performed will reflect on the client and will thus act in a professional manner at all times, as FMS is a service provider, all necessary steps need to be taken to ensure that the service has been delivered according to client requirements, and to prescribed service levels
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