Follow help desk procedures for the completion of tasks and respond to and route incoming calls in accordance with priorities and agreed service levels.
Communicate to clients regarding the progress of requests/enquiries from receipt to closure.
Handle help desk-related queries and engage positively with colleagues and stakeholders on the telephone or in person.
Update and maintain the call management system to allow accurate recording of calls received and resolution activities.
Identify problems which require expertise, route them for support and escalate those that require urgent attention.
Continually assess client satisfaction and recommend actions for improvement where necessary.

a Higher Certificate (NQF5) in Call Centre Operations or an equivalent qualification; and
two to five years’ job-related experience in a call centre or customer relations environment.
verbal and written communication skills;
team work skills