Helpdesk Agent Learner X2
Details
Reference Number TSE240214-11
Job Title Helpdesk Agent Learner X2
Business Unit / Division Tsebo Facilities Solutions
Location – Country South Africa
About Us
Tsebo Facilities Solution is looking for aHelpdesk Agent for Business Applications provides “first-line” On Key Application support to divisional, supplier and TFS on-site system users in a timely manner delivering a quality support experience.
The Agent is responsible for addressing and resolving “calls for assistance” logged by such users via the On Key Application’s Service Requestor App (SRA) or the On Key Application Support mailbox, including troubleshooting system errors the user may be experiencing, providing 1 on 1 user assistance and delivering Application training to existing and/or new users. Where the Agent is unable to resolve the users’ call the Agent escalates to second-line support for further assistance. The Agent also develops and keeps up to date Application training material, performs basic Application configuration and ensures Application processes and governance is adhered to.
As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of Tsebo – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.
Duties & Responsibilities
EAMS Core
EAMS Integrated Applications
EAMS Interfaces
Deliver EAMS support through the call logging platforms (SRA and OnKey Mailbox)
Review, classification and allocation of calls as they are logged
Conducting initial first line support troubleshooting
Escalate calls to other departments (Finance, Group IT etc. ) as required. Alternatively escalate to second line support for further assistance
Manage the users expectations and communication to the user until call resolution and closure
Adhere to process governance and procedures for call management
Schedule and conduct one on one user training or multiple user training sessions via Microsoft Teams or in person if required
Assist with documenting user training manuals or updating as and when system changes are made
Schedule and conduct client engagement sessions as a proactive measure to understand challenges experienced onsite
Participate in other projects related to the EAM system under the guidance of superiors
Participate and support superiors in basic system configuration and set up
Produce statistics and reports as requested relating to EAM support calls
Attend site visits with superiors as and when required
Participate in new sales efforts including performing EAM system demonstrations
Other
Respond to and action any reasonable request from Management.
Skills and Competencies
Ability to display integrity and resilience
Excellent communication and interpersonal skills
Ability to communicate with all levels of OnKey system users, suppliers and TFS teams onsite
Attention to detail and strong organisational skills
Must be competent and professional
Ability to plan, organise and control own work effort
Excellent telephone etiquette
Qualifications
Grade 12
NQF4 technology qualification
6 months learnership
12 Months Internship