GrandWest Casino and Entertainment World is hiring. Join our dynamic team and help create unforgettable experiences every day. Exciting opportunities across hospitality, gaming, and entertainment await you.
Job Description
Main Purpose of the Job:
Responsible for the timely and effective response to maintenance queries and problems through the receipt and logging of identified problems; the co-ordination and allocation of job cards to relevant maintenance managers, supervisors or maintenance team members and follow-though until resolution, in line with Company procedures.
Job Requirements
Minimum requirements (Education and Experience)
Matric
1-Year Certification in maintenance; call centre environment
Minimum of 2 year experience in a helpdesk environment
Experience with Microsoft Active Directory an advantage
Experience with hospitality and gaming systems an advantage
Able to work shifts and weekends
May be required to work overtime in line with operational requirements
Skills and competencies
Core & personal behavioural competencies
Problem solving
Attention to detail
Assessing and evaluating information
Organising skills
Initiative
Decision-making skills
Dealing with customers
Technical / proficiency competencies
Technical acumen
Listening skills
Telephone skills
Proficient in MS Office
Duties and responsibilities include:
Incident Response & Service Desk Allocations
Respond telephonically to user issues
Identify user information
Log incidents / calls
Complete checklists
Conduct telephonic diagnostics to facilitate prompt resolution or redirection to relevant maintenance manager
Pick up new incidents and correctly assign to relevant maintenance areas for troubleshooting and resolution
Monitor severity of incidents, update the system, and escalate issues where necessary in line with policy
Complete Incident priority reports for shift handover meetings with the correct level of detail for current incidents
User Engagement
Answer calls received by the service desk promptly and treat all clients with respect
Analyses severity of the issue i.e. high, medium, low
Elicit caller information for mandatory fields
Capture information accurately and efficiently into the system
Interacts with the client and provides service to resolve their individual queries
Identifies and resolves potential service issues first time round
Complaints, disputes and suggestions are actioned / escalated as per SOP
Service delivered as per SOP