Helpdesk Operator

Full-time
Helpdesk Operator – N/A11485
Code/Reference:
N/A11485
Applications accepted until:
2021-03-19
Number of Openings
1

Unit:

GrandWest

Location:

GrandWest Casino

Job Purpose

Responsible for the timely and effective response to maintenance queries and problems through the receipt and logging of identified problems; the co-ordination and allocation of job cards to relevant maintenance managers, supervisors or maintenance team members and follow-though until resolution, in line with Company procedures.

Education

  • Grade 12
  • 1-Year Certification in maintenance; call centre environment

Experience:

  • Minimum of 2 year experience in a helpdesk environment
  • Experience with Microsoft Active Directory an advantage
  • Experience with hospitality and gaming systems an advantage
  • Meets all requirements for a Gaming licence
  • Able to work shifts and weekends
  • May be required to work overtime in line with operational requirements

Skills and Knowledge

Core behavioural competencies

  • Problem solving
  • Attention to detail
  • Assessing and evaluating information
  • Organising skills
  • Initiative
  • Decision-making skills
  • Dealing with customers

Technical / proficiency competencies

  • Technical acumen
  • Listening skills
  • Telephone skills
  • Proficient in MS Office

Key Performance Areas:

Incident Response & Service Desk Allocations:

  • Respond telephonically to user issues
  • Identify user information
  • Log incidents / calls
  • Complete checklists
  • Conduct telephonic diagnostics to facilitate prompt resolution or redirection to relevant maintenance manager
  • Pick up new incidents and correctly assign to relevant maintenance areas for troubleshooting and resolution
  • Monitor severity of incidents, update the system, and escalate issues where necessary in line with policy
  • Complete Incident priority reports for shift handover meetings with the correct level of detail for current incidents

User Engagement:

  • Answer calls received by the service desk promptly and treat all clients with respect
  • Analyses severity of the issue i.e. high, medium, low
  • Elicit caller information for mandatory fields
  • Capture information accurately and efficiently into the system
  • Interacts with the client and provides service to resolve their individual queries
  • Identifies and resolves potential service issues first time round
  • Complaints, disputes and suggestions are actioned / escalated as per SOP
  • Service delivered as per SOP

Equity:

Please Note that ,Preference will be given to suitably qualified employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998 (and any amendments thereto), the relevant internal recruitment policy as well as unit€™s employment equity plans and Gaming Board License conditions.