Help Desk Administrator

Servest Careers

Johannesburg, Gauteng

Closing Date: 8 October 2025

Reference Number: SER251001-1

Servest is a world class business which is innovative and a leader in the Integrated Facilities Management Industry. The company offers an innovative environment that will accelerate your development and skills, as the highest value is placed on attracting top talent to the organisation. Applications that meet the stated requirements are invited for a vacancy exists for a dynamic and driven Help Desk Administrator to join a team based at our Head Office. This role reports directly to National Operations Lead, in the Cleaning Business Unit.

Minimum Requirements

• Grade 12/Matric.
• Computer literacy (MS Office Suite essential)
• 2–3 years’ experience in customer service, call centre, or hospitality front-line role.
• Knowledge of facilities management processes and systems advantageous.
• Proficiency in English (additional languages an advantage).
• The applicant must possess the following traits and skills:
  • Strong customer service and communication skills (verbal & written).
  • Excellent logging, monitoring, and follow-up ability.
  • Ability to manage automatically logged email requests and ensure timely client feedback.
  • Strong attention to detail and accuracy in capturing information.
  • Ability to work under pressure and manage time effectively.
  • Professional, resilient, and client-focused attitude.
  • Ability to work independently with minimal supervision.

Duties & Responsibilities

• Answer all helpdesk calls within 20 seconds and respond to clients in a professional and courteous manner.
• Monitor automatically logged email requests, acknowledge receipt, and ensure clients receive prompt progress updates.
• Ensure all open logs (phone or email) are followed up and completed within SLA, preferably within 24 hours.
• Categorise, prioritise, and assign requests to relevant teams or suppliers, and ensure prompt feedback on progress to the customer.
• Escalate unresolved, delayed, or high-priority issues to the Helpdesk Supervisor or relevant manager.
• Handle difficult callers professionally and escalate when necessary.
• Create and process purchase orders timeously and accurately.
• Receipt invoices daily and follow up on outstanding invoices.

Behavioural Competencies

• Emotional intelligence and resilience.
• Strong interpersonal and relationship-building skills.
• Ability to adapt to change and remain productive under pressure.
• Professionalism and integrity in client and team interactions.
• A proactive, self-motivated approach to work.

Key Performance Indicators

• All inbound calls answered within 20 seconds.
• All email requests acknowledged within 1 hour.
• All open logs resolved or escalated within SLA, preferably within 24 hours.
• Minimum SLA compliance rate of 95% for call and email handling.
• Accurate and complete logging of 100% of client interactions.
• Consistent positive client feedback on communication and responsiveness.