Helpdesk Operator

Bidvest Facilities Management – Alice, Eastern Cape

Bidvest Facilities Management is looking for a highly organized and professional Helpdesk Operator to join our team in Alice, Eastern Cape, on a 3-month fixed-term contract. This position requires an individual with strong communication skills, attention to detail, and the ability to thrive in a fast-paced, customer-focused environment.

Job Overview

Position Title: Helpdesk Operator (FTC)
Location: Alice, Eastern Cape
Department: BFM Operations 2
Employment Type: Fixed-Term Contract (3 months)
Level: Mid-Senior
Industry: Facilities Services
Functional Area: Operations
Date Posted: 14 April 2025
Closing Date: 16 May 2025

Click here to Apply

The purpose of the role is to manage maintenance service requests efficiently, ensuring all calls and tasks are logged and resolved in line with Service Level Agreements (SLAs). The Helpdesk Operator will be responsible for ensuring smooth communication between clients, technicians, and service teams.

Key Responsibilities

Call Logging and Job Management

• Receive, document, and assign service calls via telephone, handheld radio, and email.

• Accurately log all job requests on the Cherwell system, ensuring proper categorization and priority.

• Maintain professional and courteous communication with internal and external stakeholders.

• Monitor and manage service requests, ensuring timely updates and escalation of breached or warning calls.

• Ensure job cards and work orders are filed correctly for reference and auditing purposes.

Communication and Follow-Up

• Act as a liaison between the client, technicians, suppliers, and internal maintenance teams.

• Provide real-time status updates to customers regarding the progress of logged jobs.

• Ensure feedback is captured correctly and system journals are updated with relevant information.

• Maintain open communication channels with Maintenance Managers and the Helpdesk Supervisor.

• Respond to all emails and phone queries professionally, accurately, and promptly.

System and Process Compliance

• Follow outlined procedures for quality assurance and telephone etiquette.

• Understand and follow escalation processes to ensure timely service delivery.

• Update job priorities only when necessary and document valid reasons for any changes.

• Ensure accurate and timely reporting as per operational requirements and SLAs.

Operational Flexibility

• Willingness to work in shifts, including weekends and public holidays as needed.

• Available for standby duty in emergencies or operational requirements.

• Capable of working independently and managing responsibilities without constant supervision.

• Take ownership of service requests from start to completion, ensuring successful resolutions.

Required Qualifications and Skills

Educational Background

• Matric / Senior Certificate (Essential)

• Certificate in Administration, Helpdesk, or Customer Service (Required)

• Call Centre Certificate (Advantageous)

Experience

• 1 to 3 years of proven experience in a similar Helpdesk, Customer Service, or Administrative role

• Exposure to facilities management or service desk environments is beneficial

• Demonstrated ability to manage service workflows and communicate with technical teams

Computer Proficiency

• Intermediate to advanced skills in MS Word, MS Excel, and MS Outlook

• Ability to learn and navigate helpdesk software such as Cherwell or similar systems

Other Requirements

• Valid South African Driver’s License

• Clear criminal record

Core Competencies

• Customer and Client Focus: Ability to understand client needs and deliver effective support

• Oral Communication: Clear, confident, and professional telephone manner

• Written Communication: High level of email etiquette with proper grammar and formatting

• Listening Skills: Active listening to accurately capture and respond to client queries

• Problem Solving: Ability to think on your feet and offer solutions quickly

• Planning and Scheduling: Strong organizational skills and ability to prioritize tasks

• Team Collaboration: A team player who works well with others to achieve shared goals

• Interactive Reasoning: Logical thinking when processing information or responding to queries

• Adaptability: Ability to handle ambiguity and remain flexible in a dynamic work environment

What We Offer

• A collaborative and professional work environment

• Training and support to succeed in a Helpdesk environment

• Opportunity to gain experience with a nationally recognized facilities management company

• Exposure to structured administrative processes and customer service excellence

Application Guidelines

Click here to Apply

Interested candidates are required to submit the following:

• A comprehensive and updated CV

• Certified copies of qualifications

• Copy of South African ID

• Copy of a valid driver’s license

Deadline to apply: 16 May 2025. If you do not hear from us within 30 days of the closing date, please consider your application unsuccessful.

About Bidvest Facilities Management

Bidvest Facilities Management is a leading provider of integrated facilities solutions across South Africa. With a focus on excellence, innovation, and customer service, we deliver maintenance and support services that meet the diverse needs of our clients. We are committed to building a workplace culture rooted in accountability, teamwork, and continuous improvement.