FACILITIES OFFICER: HELP DESK – Absa Botswana

Absa Botswana has exciting career opportunities for strategic, high performing and self-driven individuals. We are looking to fill the following roles.
Facilities Officer – Help Desk
Overall job purpose
The role holder will deliver world class service and act as a role model by consistently demonstrating powerful co-ordination skills and team spirit both in terms of behaviors and actions. To plan and manage the Property and Facilities Helpdesk for the Corporate Real Estate Solution (CRES) team and co-ordinate information, work assignment and communication between CRES and all stakeholders. To manage the vetting and processing of all bills relating to CRES activities in line with agreed service level agreements.
Main Accountabilities
⦁ To receive requests/complaints from employees at various branches across the bank via email, phone calls and any other facilities management software in place and logs same.
⦁ Track all request/complaints to closure through Management Information (Ml)
⦁ Ensure helpdesk calls from the business are recorded, assigned to relevant team, and actioned accordingly and on time.
⦁ Ensure helpdesk information and or management information (Ml) are recorded accurately daily
⦁ Ensure Incidents are recorded as per procedures
⦁ Provide SAP support and ensure quotations and invoices are actioned within allowed timeframes.
⦁ Make follow-ups with suppliers and users on issues logged with helpdesk to ensure that there is an end-to-end process ofclosing issues
⦁ Communicate feedback to requesting employees in a timely and frequent manner.
⦁ Continuously strive to improve response time for request/complaints through effective coordination and communication.
⦁ Manage the maintenance/services planner for key services (like power generating sets, air-conditioners, elevators, fire alarm systems and installations, building services, fumigation, and pest control, etc.)
⦁ Ensuring daily assessment of the Head Office of any maintenance defects or safety hazards.
Education and experience required
⦁ Minimum of Diploma in the fields of Facilities Management, Engineering, Construction, Occupational Health, and Safety management or similar.
⦁ Minimum of 3 years’ experience in working in facilities management environment.
⦁ Customer Service background
Knowledge and skills
⦁ Customer Service knowledge and skills
⦁ Interpersonal skills
⦁ Excellent Communication skills
⦁ Negotiation skills
⦁ Good Planning and Record keeping skills
⦁ Cost and Quality Conscious
⦁ Good audit and inspection skills