Help Desk Administrator.
Company: Servest (Cleaning Business Unit).
Location: Johannesburg, Gauteng.
Industry: Integrated Facilities Management.
Job Type: Permanent.
Closing Date: 08 October 2025.
Reference Number: SER251001-1.
About the Role
Servest, a leader in Integrated Facilities Management, is looking for a proactive and service-oriented Help Desk Administrator to join the team at its Head Office.
This position reports directly to the National Operations Lead. The role requires someone with excellent customer service skills, strong attention to detail, and the ability to work under pressure while ensuring service levels are consistently met.
Minimum Requirements
Grade 12 / Matric.
Proficiency in 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).
Fluency in English (other languages an advantage).
Key Skills & Attributes
Strong communication (verbal & written) and customer service skills.
Accuracy and attention to detail in logging and monitoring requests.
Ability to manage automatically logged email requests and provide timely feedback.
Resilient, professional, and client-focused.
Effective time management and ability to work under pressure.
Independent and self-motivated.
Main Responsibilities
Answer all helpdesk calls within 20 seconds, providing professional and courteous service.
Monitor and acknowledge all automatically logged email requests within 1 hour.
Ensure all logs (calls or emails) are resolved within SLA, preferably within 24 hours.
Prioritise and allocate requests to the correct teams or suppliers, ensuring regular client updates.
Escalate unresolved, delayed, or urgent issues to the Helpdesk Supervisor or relevant manager.
Handle difficult callers professionally and escalate when necessary.
Create purchase orders and process invoices accurately and on time.
Follow up on outstanding invoices daily.
Behavioural Competencies
High emotional intelligence and resilience.
Strong interpersonal and relationship-building skills.
Professional, adaptable, and reliable under pressure.
Integrity in dealing with clients and colleagues.
A proactive and results-driven approach.
Key Performance Indicators (KPIs)
All calls answered within 20 seconds.
All email requests acknowledged within 1 hour.
Logs resolved/escalated within SLA (ideally within 24 hours).
SLA compliance rate of at least 95%.
100% accuracy in logging client interactions.
Positive feedback on client service and responsiveness.
👉 This role is ideal for a customer-focused professional with strong administrative and communication skills, who thrives in a fast-paced and service-driven environment.