Facilities Helpdesk Administrator (Charlene115EFM)
NB: Requirements: able to speak mandarin
Main purpose / objective of the position:
The Facilities Helpdesk Administrator is responsible for managing on-demand ticket queue and front facing client solutions to ensure that the highest level of service is provided to our clients. This position is instrumental in ensuring that work requests are assigned to the necessary trades appropriately to ensure they are resolved efficiently, issues are communicated effectively and tracked accurately within our MyMCS system so critical weekly metrics can be provided to management team to make strategic decisions. This individual thinks critically, communicates effectively, both orally and in writing, and make sound decision on financial systems and processes.
Decision making authority:
Works independently within a broad framework of existing policies and guidelines. Fast and efficient handling of queries. Facilitate the smooth flow of documentation between company offices. Reporting. Ensures that more complex queries are escalated appropriately and resolved.
Experience / Education:
Grade 12 and a secretarial diploma plus 5 years relevant experience
Time management, attention for details, accuracy for processing, Achieving deadlines, Interpersonal skills, Client focus, reconciliations, administration, telephony, customer service
Computer literacy-MS Office; SAP; SAP DMS; MYMCS
Problem solving and decision making; teamwork and co-operation; self-confidence; communication; resilience; flexibility; initiative; compliance; drive and productivity; methodical
Major drivers of work volume:
Clients Service Delivery; team / personal effectiveness; quality assurance
Interface / relationships with:
Internal: Facilities Managers and teams; ICT; Accounts Payable
External: Clients, Tenants, Vendors