Helpdesk Operator ( Coloured Male)

SUMMARY:
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POSITION INFO:

PURPOSE OF JOB

Respond to orders, general customer inquiries, invoice questions, and customer complaints.
Helpdesk
•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.
Invoice Management
•Checking/Audit all received invoices daily.
•All vendor’s invoices received to be checked against
compliance checklist.
Check coding of invoices as per the code supplied by the requester of the job card.
•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

KEY COMPETENCIES
•Very strong communication skills.
•Excellent attention to detail and numerate accuracy.
•Innovative thinking and ability to follow process.
•Dynamic and enthusiastic.
•The ability to interact professionally with individuals at all levels of staff.
•Competent time management skills
•Professional attitude and capability and personal initiative.
•Be deadline driven.

QUALIFICATIONS AND EXPERIENCE
•Matric (Must)
•Relevant degree or diploma Equivalent (added advantage)

Experience
A minimum of 3 years’ property experience
Strong Proficiency in relevant computer packages (MS Office) and software packages (PIMS & MyBuildings).