Receive calls on the desk and make requests for engineering and facilities assistance

Ÿ Act as a central source of information dealing directly with the customer’s queries in a professional and courteous manner

Ÿ Log calls received and prioritized in a predetermined category as defined by the helpdesk operating procedures and in line with KPIs and SLAs

Ÿ Undertake day-to-day administration in association with the helpdesk facility

Ÿ Provide input into reviewing current procedures to enhance the service to our client and see to their implementation

Ÿ Assist in undertaking office duties, which are required to fulfill our contractual obligations

Ÿ Undertake follow-up actions needed to resolve situational circumstances for which you have been pre-authorised to undertake

Ÿ Assist in auditing of systems for which you are responsible

Ÿ In conjunction with other team members, establish a contingency measure to ensure full services are available without total reliability on its systems