Helpdesk Operator

Description

Utilize and operate the CAFM & Helpdesk system.
Receive calls and determine, category, type and response.
Enter the details of the request on the Helpdesk 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.
If required, 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.
Support in CAFM and other technology related activities.
Logs and resolves CAFM related requests.
Support in data management tasks and other tasks given by management.

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