Job Description
Receive calls on the desk and make requests for engineering and facilities assistance
Act as a central source of information dealing directly with the customer's queries in a professional and courteous manner
Log calls received and prioritized in a predetermined category as defined by the helpdesk operating procedures and in line with KPIs and SLAs
Undertake day-to-day administration in association with the helpdesk facility
Provide input into reviewing current procedures to enhance the service to our client and see to their implementation
Assist in undertaking office duties, which are required to fulfill our contractual obligations
Undertake follow-up actions needed to resolve situational circumstances for which you have been pre-authorised to undertake
Assist in auditing of systems for which you are responsible
In conjunction with other team members, establish a contingency measure to ensure full services are available without total reliability on its systems
