Helpdesk Administrator wanted at Infrastructure Facilities Managers (IFM)

INFRASTRUCTURE FACILITIES MANAGERS (IFM) would like to recruit a qualified and self-driven Helpdesk Administrator who will be reporting to the Operations Executive.

Job Purpose

To receive the calls made at the helpdesk and log the calls required accurately and professionally. To allocate the calls to the correct facilities manager and ensure that the call is actioned, closed, and followed up if required.

Job Responsibilities

To manage the IFM Helpdesk and ensure that all calls are answered 24hrs a day within the stipulated turnaround times and to the prescribed standard. The Administrator is also responsible for the coordination of the help desk agents and the accurate reporting and allocation of fault reports.

Competencies

• Excellent telephone etiquette.
• Excellent command of spoken English and Setswana
• Excellent supervisory skills
• The ability to develop and implement plans and schedules
• Computer literacy and competence in Microsoft applications, particularly Outlook, Word, Excel and Power-point.
• Excellent interpersonal skills.
• Good communication and report writing skills.
• Multi-task and able to work under-pressure

Work Environment

• Must be willing to work nights, weekends and holidays as well as normal daytime hours.
• Must be able to substitute for a sick employee at a moment’s notice.
• Time is spent primarily talking to employees and talking to customers.
• Must be able to calmly handle angry and unhappy customers when calls are escalated to a supervisor.

Requirements

• At least 1-3 Years: experience as a Helpdesk Agent
• Minimum qualifications in Diploma in Business Administration/Secretarial or related
• Experience in a similar environment is critical.