Condeco Helpdesk Operator

Support of Condeco booking requests from Client staff for meeting rooms, VC, desks and catering requests.

• Attend to Condeco Room Booking Requests from the Condeco Request Dashboard, Support Emails and Support Phone calls. These should be "cleared" and attended to every day.
• Assist with bookings relating to the Condeco Vendor Dashboard and Vendor Services (Catering, AV/VC Services, and Visitor Management).
• Manage other users' room bookings; create/amend/delete on behalf of the client.
• General Reporting i.e. room utilization reporting/ desk booking utilization reporting/ catering reporting
• Assist with Condeco training when required for Condeco end users via Telephone support and via MSRA (Microsoft Remote Assistance)
• Adhere-to and apply the Client Condeco Business rules and change control procedures.
• Ensure service levels are being met to agreed service level standard as per contract as the CABS desk is the first point of contact for Condeco bookings.
• Escalate critical problems or issues which could affect Condeco Service quality or system quality to the On-Site Condeco Technical Team Lead and Tech Support or Helpdesk Team Lead depending on situation.
• Provide accurate updates to the Condeco Technical Team Leader, FM Operations Executive, Functions Tech Support and responsible Condeco VP on an on-going basis as to the Condeco Service (Issues, problems, projects, and concerns, progress-as-needed).
• Support Condeco Interactive Room Screens (User support, configuration, resetting and testing)
• Support Condeco Desk Booking App (User Support, configuration, closed user group creation, implementation of business rules, testing)
• Answer telephone promptly and resolve queries promptly - measured monthly on Avaya reporting system
• CABS mail task assignation
• Condeco dashboard approval
• Clearing of approved project rooms

The Applicant must meet the following requirements:

• Matric (Senior Certificate)
• Computer Literacy skills - Intermediate Computing and Applications level
• At least 3 years in a call centre/helpdesk environment, Experience with booking systems - Condeco will be preferred, Familiar with VOIP, Avaya Telephony

• Result Oriented
• Attentive To Detail
• Stress Tolerant
• Customer/Client Focused
• Ability To Deal With Ambiguity
• Interactive Reasoning
• Planning & Scheduling
• Teamwork & Partnering
• Relationship Building
• Good Listening Skills
• Good Oral Communication