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.

Requirements

• Matric
• 1-Year Certification in maintenance; call centre environment
• Minimum of 2 year experience in a helpdesk environment
• Experience with Microsoft Active Directory an advantage
• Experience with hospitality and gaming systems an advantage
• Able to work shifts and weekends
• May be required to work overtime in line with operational requirements

Skills & Competencies

Core & personal 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

Responsibilities

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

Additional Information

• If you have not been contacted within 14 days after the closing date of this advertisement, please accept that your application has been unsuccessful.

Ref No

• SI-1036

Remuneration

• Market Related

Centre

• GrandWest Casino and Entertainment World