Helpdesk Operator

• Matric (Must)
• Relevant degree or diploma Equivalent (added advantage)
• A minimum of 3 years' property experience
• Strong Proficiency in relevant computer packages (MS Office) and software packages (PIMS & MyBuildings)

• Attend to daily logged calls on the helpdesk/MyBuildings.
• Logging and follow-up of complaints or other requests received from tenants for services to be rendered.
• Checking and advising the PSM on the client's mandates
• Ensuring supporting documents are attached to Helpdesk/MyBuildings system.
• Allocating work orders to directly employed Property Service Management.
• Tracking job progress when call was logged, PO created, vendor completing to capturing invoices and report overdue work orders.
• Fast and efficient handling of calls received by helpdesk. Assign job cards to internal maintenance operatives and PSM. Immediate logging of the calls and supply reference #'s to the requester.
• Attending to follow ups and escalations of work orders daily.
• Accepting and completing of job cards and closing of work orders.
• Liaise with contractors, Building Managers, Property Manager and Facilities Manager to ensure all parties are up to date with current issues/changes.
• Notifying responsible supervisor of work to be carried out.
• Assist Property administrator with the uploading of tenants on MyBuildings.
• Send email Broadcasts from MyBuilding system.
• Follow standards of the helpdesk procedures.
• Adhere to deadlines set by management.

• Checking/Audit all received invoices daily.
• All vendor's invoices received to be checked against

• Ensuring that correct paperwork is attached to invoice.
• Follow up and resolve non-complaint invoices.
• Reconciliation of vendors statements

• Prepare and report on daily progress report of helpdesk/MyBuildings. Report overdue work orders.
• Assist with accrual report per Service Manager from the system (monthly).

• Loading vendors on PIMS2 / MyBuildings.
• Manage vendor's documentation are in line with procedure documentation (monthly)
• Assist contractors on MyBuildings (daily).
• Assist finance department with SLA invoices (monthly).
• Update Vendor files with the required documents (monthly).
• Audit approved vendor list and report noncompliance to PSM (monthly).

• Escalations of unresolved logged calls to Management.
• Resolve queries allocated by Management.
• Inform management of recurring problems.

• Communication correspondence such as emails, faxes and telephones calls are followed up / completed as required.
• Ensuring emails are read and responded to daily.
• Follow Procurement standards and procedures. (as per Eris Procurement requirements).
• Complete credit applications
• Complete insurance claims and send to insurer

Tower Group