Help Desk Operator (Facilities Management)

About Us

Tsebo Facilities Solutions is seeking a Help Desk Operator to provide exceptional customer service and ensure efficient handling of all incoming calls. The successful candidate will log and manage calls accurately, follow up with service providers, and maintain high standards of professionalism.

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

• Answer incoming calls promptly and professionally.
• Log calls accurately, including caller details, fault descriptions, and location.
• Categorize, prioritize, and assign calls in line with Helpdesk procedures.
• Update call annotations and close calls when required.
• Follow up on call progress with internal and external service providers.
• Escalate calls approaching restore time and report poor performance.
• Handle difficult callers with respect and escalate when necessary.
• Generate reports as requested by the Operations Manager.
• Provide feedback on Helpdesk issues and performance.
• Ensure adherence to Tsebo’s SHEQ standards (ISO 9001, ISO 14001 & ISO 18001).

Skills and Competencies

• Computer literacy (MS Word, Excel, Access).
• Excellent telephone etiquette and interpersonal skills.
• Strong communication and attention to detail.
• Ability to manage multiple tasks and work under pressure.
• Professional and customer-focused approach.

Qualifications

• Grade 12 (Matric).
• Secretarial or Telephonist Certificate/Diploma (advantageous).
• 1–2 years’ experience in a similar environment.