Help Desk Administrator

Help Desk Administrator
Reference Number: SER251001-1
Department: Operations
Location: Johannesburg, Gauteng, South Africa
Job Type: Permanent
Closing Date: 8 October 2025

Company Overview

Servest is a leading player in the Integrated Facilities Management industry. Known for innovation and talent development, the company is looking for a dynamic Help Desk Administrator to join its Cleaning Business Unit at the Head Office. The role reports to the National Operations Lead.

Minimum Requirements

Grade 12 / Matric
Computer literate (MS Office Suite essential)
2–3 years' experience in:
- Customer service
- Call centre
- Front-line hospitality
Knowledge of facilities management (advantageous)
Proficiency in English (other languages are a bonus)

Key Traits and Skills

Excellent communication (verbal and written)
Strong attention to detail and accuracy
Good time management and ability to work under pressure
Ability to manage and follow up on logged requests
Professional, resilient, and client-focused attitude
Self-motivated and able to work independently

Duties & Responsibilities

Answer all helpdesk calls within 20 seconds professionally
Monitor and acknowledge automatically logged email requests promptly
Ensure all requests are resolved or followed up within SLA (preferably within 24 hours)
Categorise and assign requests to the correct teams or suppliers
Provide timely updates to clients
Escalate unresolved or high-priority issues appropriately
Handle difficult callers tactfully and escalate when needed
Create and process purchase orders
Receipt and follow up on invoices

Behavioural Competencies

Emotional intelligence and resilience
Relationship-building skills
Adaptability under pressure
Professionalism and integrity
Proactive and self-driven approach

Key Performance Indicators (KPIs)

Inbound calls answered within 20 seconds
Email requests acknowledged within 1 hour
Open logs resolved or escalated within SLA (preferably within 24 hours)
SLA compliance rate of 95% or more
100% accurate logging of client interactions
Consistent positive client feedback

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