Position Summary Issue 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 Responsibilities Primary Duties Logging of all requests for service Receive all help desk service requests from clients Ensure all calls, however received, are logged onto the computer aided facilities management system Receive and capture completed job cards from operations and submit for closing to project specific call center Ensure supporting documentation is included on all calls where applicable Issuing of service requests to responsible parties Forward all tasks to the responsible parties Follow up that the task was successfully allocated Follow up on all tasks Produce daily report on all requests logged on help desk for the Technician highlighting present status Ensure all completed tasks are closed Highlight in-completed tasks and drive for closure Follow up on outstanding issues Update task status for client information Report to on-site Technical Manager It 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 required Key Skills and Experience Grade 12 Min 2 year relevant working experience preferably in Facilities Management Computer literate (MSOffice) People and Management Skill Excellent literacy skills Good interpersonal relations Good communication skills Ability to work in a team Customer focused Good organizational skills and ability to prioritize tasks Ability to use initiative Adhere to deadlines and targets Ability to multi-skill Analytical and quick thinking Have a professional attitude Problem solving skills Self-motivated and work independently Take ownership of tasks Integrity Service orientated Take ownership of tasks Key result areas Understand role of reporting to the business and client Understand role of ensuring output is aligned with business requirements Understand interworking with various teams to ensure client financial compliances Understanding that feedback and communication is critical to success Additional Responsibilities and Skills The 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
