517 Call Centers jobs in South Africa

SITE: BOKSBURG

DIVISION: CORRUSEAL GROUP

REPORTING TO: GROUP CHIEF INFORMATION OFFICER

PURPOSE OF THE JOB

Responsible for maintaining and supporting end user computing, basic enterprise network and server infrastructure to ensure optimal performance and security.

KEY RESPONSIBILITIES

MAINTENANCE OF ENTERPRISE NETWORK AND SERVER INFRASTRUCTURE

• Installs updates for server hardware and software systems.
• Monitors server performance to ensure efficient and secure operation.
• Coordinates with other IT professionals to ensure efficient network and server usage.
• Maintains basic network hardware and software systems.
• Monitors and maintains high standards of user experience on business applications relating to end user computing.
• Ensures that datacentre server rooms are always 100% compliant with power, cooling, access control and servicing of the equipment
  .

TROUBLESHOOTING AND REMEDIATIONS OF FAULTS

• Identifies and troubleshoots network and server-related issues based on Aruba and Microsoft best practises.
• Identifies and troubleshoots end user computing related issues based on best practise guides by current technology vendors solutions implemented at business.

SECURE AND RESILIENT INFRASTRUCTURE

• Performs Windows updates on non-critical servers and end user computing devices.
• Maintains enterprise cybersecurity hardware and software by ensuring all versions are up to date for end user computing and enterprise infrastructure.
• Manages user accounts, permissions, and system controls relating to end user computing and enterprise applications.

PROJECT MANAGEMENT

• Actively participates in high level, business-wide projects. This involves both working independently and as a part of a team to fulfil the project delivery objectives.
• Delivers projects on budget and on time
  .

SKILLS AND COMPETENCIES

• Adaptability
• Good communication skills (verbal and written)
• Customer focus
• Decision making
• Information monitoring
• Planning and organising
• Analytical
• Attention to detail
• Problem solving skills

REQUIRED MINIMUM QUALIFICATIONS / EXPERIENCE

• Hardware certification- A+
• Network certification- N+
• Microsoft certification.
• Two (2) years' experience working in IT as Junior IT Helpdesk Technician with the respective technology at an intermediate level with experience in installation, configuration, maintenance and support
• Two (2) years' experience at an intermediate level working on Microsoft Windows Server 2019 and 2022.
• Two (2) years' experience installing, configuring and working on Windows desktop edition.
• two (2) years' experience working on enterprise level and point detection and reaction software.

Servest is a world class business which is innovative and a leader in the Integrated Facilities Management Industry. The company offers an innovative environment that will accelerate your development and skills, as the highest value is placed on attracting top talent to the organisation. Applications that meet the stated requirements are invited for a
vacancy exists for a dynamic and driven Help Desk Administrator to join a team based at our Head Office. This role reports directly to National Operations Lead, in the Cleaning Business Unit.

Servest is a world class business which is innovative and a leader in the Integrated Facilities Management Industry. The company offers an innovative environment that will accelerate your development and skills, as the highest value is placed on attracting top talent to the organisation. Applications that meet the stated requirements are invited for a vacancy exists for a dynamic and driven Help Desk Administrator to join a team based at our Head Office. This role reports directly to National Operations Lead, in the Cleaning Business Unit.

• Grade 12/Matric.
• Computer literacy (MS Office Suite essential)
• 2–3 years' experience in customer service, call centre, or hospitality front-line role.
• Knowledge of facilities management processes and systems advantageous.
• Proficiency in English (additional languages an advantage).

• The applicant must possess the following traits and skills:

• Strong customer service and communication skills (verbal & written).

• Excellent logging, monitoring, and follow-up ability.
• Ability to manage automatically logged email requests and ensure timely client feedback.
• Strong attention to detail and accuracy in capturing information.
• Ability to work under pressure and manage time effectively.
• Professional, resilient, and client-focused attitude.
• Ability to work independently with minimal supervision.

• Answer all helpdesk calls within 20 seconds and respond to clients in a professional and courteous manner.
• Monitor automatically logged email requests, acknowledge receipt, and ensure clients receive prompt progress updates.
• Ensure all open logs (phone or email) are followed up and completed within SLA, preferably within 24 hours.
• Categorise, prioritise, and assign requests to relevant teams or suppliers, and ensure prompt feedback on progress to the customer.
• Escalate unresolved, delayed, or high-priority issues to the Helpdesk Supervisor or relevant manager.
• Handle difficult callers professionally and escalate when necessary.
• Create and process purchase orders timeously and accurately.
• Receipt invoices daily and follow up on outstanding invoices.

Behavioural Competencies

• Emotional intelligence and resilience.
• Strong interpersonal and relationship-building skills.
• Ability to adapt to change and remain productive under pressure.
• Professionalism and integrity in client and team interactions.
• A proactive, self-motivated approach to work.

Key Performance Indicators

• All inbound calls answered within 20 seconds.
• All email requests acknowledged within 1 hour.
• All open logs resolved or escalated within SLA, preferably within 24 hours.
• Minimum SLA compliance rate of 95% for call and email handling.
• Accurate and complete logging of 100% of client interactions.
• Consistent positive client feedback on communication and responsiveness.

Tsebo Facilities Solutions is currently looking for a Help desk operator to serve as the first point of contact. To ensure swift and accurate resolution or escalate as needed. uphold high service standards contributing to smooth operations and staff satisfaction.

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.

Response to calls & Enquiries

• Answer all helpdesk related calls within the agreed SLA time
• Respond and address all email queries as they arise according to client agreed processes and protocols
• Address any walk-in client requests
• Answer calls and take messages when required
• Radio any urgent calls to the cleaning and maintenance teams as received.

Log Calls

• Log calls accurately on the system, ensuring the pertinent details are captured correctly and accurately. Including but not limited to caller details, fault details, location details.
• Ensure the calls are categorised to the correct service type.
• Ensure the calls are prioritised according to the SLA requirements.
• Ensure the calls are assigned to the correct team / subcontractor for action.
• Ensure that all the updates provided by the FM team are captured and the status of the call is updated.
• Follow up on the call list daily to ensure the calls remain in SLA time.
• Close calls when required.
• Question the caller to establish the actual call requirements and ensure the most accurate detail is captured to assist the team to complete the call timorously.
• Log all PPM calls as per the PPM list and ensure these are assigned correctly.
• Familiarise yourself with the safety requirements with specific tasks and ensure the correct documentation is sent with calls which are assigned to ensure compliance.
• Support the Maintenance planner with any work order requirements where required.

Caller Interaction

• Respond to callers within the defined response time.
• Provide feedback on job progress and ensure the caller is kept updated on the progress.
• Escalate any issues as required.
• Handle all enquiries / calls in a polite, friendly and professional manner.
• Handle difficult callers with respect and diplomacy.
• Escalate difficult callers to the relevant Manager when necessary.
• Establish a good working relationship with client and contractors

Reports

• Daily, Weekly, Monthly reports to be generated and distributed as per the report matrix as well as adhoc reports requested by the client and management.
• Client satisfaction reports to be generated. Ensure that 5% of calls logged are surveyed and responses recorded.

• Satisfaction qualification
• Must enjoy working in a rigid time bound environment
• Must be customer focused, and service driven
• Must be friendly
• Positive and motivated attitude (go getter)
• Bilingual
• Helpdesk Operator Experience
• Knowledge of an Accounting Package, Switchboard system, telephone etiquette & MS Packages
• Knowledge of a Helpdesk Package
• Knowledge and understanding of SLA
• High degree of computer literacy (MS Word, Power Point, Excel)
• Excellent Communication Skills and Relationship Management Skills
• Excellent report writing skills
• Customer Service Skills
• Problem solving and Analytical Skills
• Financial and business acumen

• Matric
• Contact Centre/ Customer Service Certificate
• 1 - 2 years experience
• Contact Centre/ Customer Service Certificate
• Experience with Infor EAM V11 an advantage
• Experience with Remedy an advantage
• Catering knowledge advantageous
• Facilities Experience advantageous

Goodwood Help Desk Technician

Legal requirements: Must be a South African Citizen with a clean criminal background and ITC (no bad debt) - checks will be done on shortlisted applicants.
Appointment: Permanent, full-time position
Salary: R20 000 – R25 000 CTC per month
Benefits: Provident Fund and December Bonus
Working hours: Monday – Friday from 08:00 to 17:00

Qualifications and or Experience:

• More than 2 years' experience with configuring and setting up IT of systems.
• Matric with Mathematics
• L1 LAN Network (Basic)
• L1 Wireless Network (Basic)
• L1 WAN Network (Basic)
• L1 Phones & Printers (Basic)
• L1 Remote support (Basic)
• L1 Office 365 (Basic)
• L1 Active Directory (Basic)
• L1 Microsoft infrastructure skills (Basic)
• L1 Hardware & Software maintenance (Basic).
• Good understanding of Microsoft Environment
• Client interaction experience
• Desktop Support
• Basic Endpoint Security

Job Purpose:

• Support of users new and established systems (Vision, Back-up, Workstations, basic network, Printing and Microsoft applications).
• Support of IT hardware infrastructure at Cape town Distribution Centre and Cape Branch Offices.
• Technical Knowledge Hardware and Software Deployment and Trouble Shooting.
• Excellent Troubleshooting skills with rapid resolution.
• IT Hardware and Software Support.
• Assist Operational Team with WMS, Office 365, antivirus and windows support at Head Office.
• Assist operational team to with branch office POS and Back Office (Vision Pro, Antivirus, Backup and Windows) support.
• Update and Maintain Asset Register and user configuration on windows, Office365, POS, Uniclox.
  Implement and follow through IT infrastructure and applications at Head Office.
• Ability to take ownership of an ICT problem or project from beginning to completion.
• ICT Infrastructure Monitoring.
• IT Record keeping and documenting.
• Planned change control knowledge.
• Implementation of network, Microsoft and security standards.
• Provide support to Head Office, GW store end users where required.

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