To deliver exceptional customer service and administrative support to both internal and external stakeholders within the client. This role operates in a fast-paced environment, requiring prompt and effective responses to a high volume of customer interactions across multiple channels, including email, social media, inbound/outbound calls, and walk-in escalations.

Key Responsibilities

Support Desk Services

• Respond to and resolve customer enquiries and complaints, applying root-cause analysis to identify underlying issues.
• Provide accurate and effective solutions in line with service level agreements (SLAs), ensuring high levels of customer satisfaction.
• Proactively manage and resolve customer requests to prevent escalations and complaints.
• Manage the shared mailbox in accordance with company standards, policies, and response time requirements.
• Track and monitor issues from initiation through to resolution.
• Escalate unresolved or complex issues to the appropriate support level when necessary.
• Maintain and manage support tickets within the designated ITSM system.
• Provide regular (weekly) feedback and reporting on support activities.
• Perform basic technical troubleshooting (e.g. ping, traceroute).

Service Delivery & PMO Support

• Facilitate handover processes between the PMO and Service Delivery teams.
• Coordinate and manage camera view sign-offs.
• Support electrical provider sign-offs related to camera installations.
• Assist with analytics configuration and validation.

Customer Onboarding & Audits

• Conduct vetting of new customers and ensure all onboarding requirements are met.
• Manage customer onboarding, including welcome processes and system induction.
• Capture and maintain all required vetting documentation.
• Verify users and assign appropriate access levels and gradings.
• Ensure customers and users have correct access to relevant platforms.
• Perform monthly audits across databases and systems, providing detailed feedback reports.

Qualifications & Experience

• Grade 12 or equivalent qualification.
• A relevant tertiary qualification in business, administration, or a service-related field is advantageous.
• Basic understanding of networking and IT concepts.

Skills & Competencies

• Experience in a customer-facing or first-line support environment.
• Strong ability to manage diverse customer interactions, including handling complaints professionally.
• Ability to interpret and apply basic technical information and specifications.
• Strong communication, problem-solving, and multitasking skills in a high-pressure environment.