Help desk Operator (1 Month Fixed Term Contract)

About Us

Tsebo Facilities Solutions is looking for a Helpdesk Operator to answer incoming calls to the Helpdesk promptly and professionally, provide a high level of customer service to internal and external stakeholders, accurately log and manage service requests in accordance with Helpdesk policies and procedures, and coordinate calls with the relevant service providers to ensure timely resolution.

As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of Tsebo – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell

Call Logging and Administration

• Accurately log all calls on the Helpdesk system.
• Capture caller details, fault information, and location details.
• Categorise and prioritise calls according to established procedures.
• Allocate calls to the relevant service provider or department.
• Record all relevant notes, updates, and comments.
• Close calls accurately upon completion.

System Management

• Maintain accurate call records and annotations.
• Update call information and system records regularly.
• Ensure all service requests are correctly documented and tracked.

Call Response and Follow-Up

• Respond to callers within the prescribed response times.
• Monitor call progress and provide regular feedback to callers.
• Update job progress information through call annotations.
• Ensure requests are followed through to completion.

Service Provider Coordination

• Follow up on outstanding calls with internal and external service providers.
• Monitor service delivery performance.
• Escalate unresolved calls that reach two-thirds of the allocated restoration time.
• Report recurring service delivery issues to management.

Customer Service

• Handle all calls professionally, courteously, and efficiently.
• Provide a positive customer experience during every interaction.
• Manage difficult callers with patience, respect, and diplomacy.
• Escalate challenging situations to the supervisor when necessary.

Teamwork and Collaboration

• Support colleagues and departmental objectives where required.
• Contribute positively to team effectiveness and service excellence.
• Share relevant information to ensure continuity of service.

Feedback and Continuous Improvement

• Provide feedback and observations to departmental management.
• Identify service delivery concerns and recommend improvements where appropriate.

Compliance and SHEQ

• Adhere to Tsebo Facilities Solutions House Rules, policies, and procedures.
• Comply with Safety, Health, Environment and Quality (SHEQ) requirements.
• Support compliance with ISO 9001, ISO 14001 and relevant health and safety standards.

Minimum Qualification

• Grade 12 / Matric

Preferred Qualification

• Secretarial, Receptionist, Telephonist Certificate or Diploma

Experience

• 1-2 years' experience in a Helpdesk, Call Centre, Customer Service, or similar environment.
• Experience working with call logging or facilities management systems will be advantageous.
• Experience coordinating service requests and following up with service providers.

• Computer literacy (MS Word, Excel, Outlook)
• Helpdesk and call logging systems
• Customer service principles
• Strong verbal and written communication skills
• Report writing and record keeping
• Time management and organisational skills
• Attention to detail and accuracy
• Problem-solving and follow-up skills
• Ability to prioritise workload and manage multiple requests simultaneously
• Professional telephone etiquette