Hiring Now | Help Desk Operator – Fixed Term Contract | Rustenburg, North West | 3-Month Contract Available
Tsebo Facilities Solutions, a division of the Tsebo Solutions Group — one of Africa’s leading Integrated Workplace Management Solutions providers — is urgently seeking a professional and efficient Help Desk Operator for a 3-month fixed term contract based in Rustenburg, North West. In this role, you will be the first point of contact for all incoming service calls, ensuring that every query is logged accurately, prioritised correctly, and followed up diligently until resolution. If you are a calm, organised communicator who thrives in a fast-paced, high-accountability environment, this opportunity is for you.
📞 Don’t miss this opportunity — vacancies are filling fast. Apply today.
Job Overview
| Detail | Information |
|---|---|
| Job Title | Help Desk Operator (3-Month Fixed Term Contract) |
| Reference Number | TSE260515-6 |
| Business Unit / Division | Tsebo Facilities Solutions |
| Job Type | Fixed Term Contract (3 Months) |
| Salary | Negotiable |
| Location | Rustenburg, North West, South Africa |
| Closing Date | 22 May 2026 |
| Application Status | ✅ Open – Accepting Applications Now |
⚠️ Please note: This is a fixed term contract position of 3 months. It is not a permanent appointment. Candidates must be fully available to commence immediately upon appointment.
About the Role
Tsebo Solutions Group is a powerhouse in African workplace management, delivering specialised services across Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, and Remote Camps. At the heart of the group’s success is a skilled and knowledgeable workforce that understands every nuance of client requirements — and the Help Desk is where that client commitment begins.
As a Help Desk Operator within Tsebo Facilities Solutions in Rustenburg, you will serve as the central communication hub for all incoming service calls on the contract. Your role is to ensure that every call is answered promptly, logged with precision, correctly categorised and prioritised, assigned to the right service provider, and followed through to resolution. You will work in close coordination with both internal teams and external service providers, escalating issues that risk breaching service restore times and reporting on performance as required by the Operations Manager.
This role demands a candidate who is computer literate, professionally presented, and capable of managing multiple tasks simultaneously without compromising on accuracy or customer service quality. Adherence to Tsebo’s SHEQ standards — including ISO 9001, ISO 14001, and ISO 18001 — is a non-negotiable component of the role. A background in a secretarial, telephonist, or help desk environment will place you at a significant advantage during the shortlisting process.
⚠️ Please note: This role requires full compliance with Tsebo’s SHEQ standards, including ISO 9001 (Quality Management), ISO 14001 (Environmental Management), and ISO 18001 (Occupational Health & Safety Management). Candidates must be comfortable operating within a structured, standards-driven environment.
Key Responsibilities
📞 Call Handling & Customer Service
- Answer all incoming calls promptly and professionally, maintaining Tsebo’s high standards of telephone etiquette at all times.
- Serve as the first point of contact for clients, service providers, and internal stakeholders contacting the Help Desk.
- Handle difficult callers with patience, respect, and composure, de-escalating tense situations where possible.
- Escalate calls that cannot be resolved at Help Desk level to the appropriate manager or specialist without delay.
- Maintain a customer-focused, professional approach throughout every interaction, regardless of call volume or complexity.
🗂️ Call Logging & Documentation
- Log all incoming calls accurately in the Help Desk system, capturing caller details, fault descriptions, location information, and any other relevant data.
- Categorise and prioritise calls in strict accordance with established Help Desk procedures and service level agreements.
- Assign logged calls to the correct internal or external service provider based on the nature and urgency of the fault.
- Update call annotations throughout the lifecycle of each job, ensuring the system reflects the most current status at all times.
- Close calls promptly and accurately once work has been confirmed as completed to the required standard.
🔄 Follow-Up & Escalation
- Follow up proactively with internal and external service providers on the progress of open calls, ensuring jobs are moving towards resolution within agreed timeframes.
- Escalate calls approaching their restore time to the Operations Manager or relevant supervisor before a breach occurs.
- Report poor performance by service providers — including delayed responses, missed deadlines, or substandard work — to the Operations Manager without delay.
- Maintain an accurate and current view of all open, pending, and escalated calls at all times to enable effective management oversight.
📊 Reporting & Performance Feedback
- Generate Help Desk reports as requested by the Operations Manager, ensuring data is accurate, complete, and presented in a clear and useful format.
- Provide regular feedback on Help Desk issues, call trends, service provider performance, and any systemic problems identified.
- Assist in identifying recurring fault patterns or service delivery gaps that may indicate a need for proactive maintenance or process improvement.
- Maintain all Help Desk records and documentation in a manner that supports audit readiness and management reporting at all times.
✅ SHEQ Compliance & Standards Adherence
- Ensure all Help Desk activities are carried out in full compliance with Tsebo’s SHEQ standards, including ISO 9001, ISO 14001, and ISO 18001.
- Adhere to all applicable quality management, environmental management, and occupational health and safety procedures relevant to the Help Desk function.
- Report any compliance concerns, incidents, or near-misses in accordance with Tsebo’s incident reporting and SHEQ protocols.
- Support a culture of continuous improvement and standards compliance within the Rustenburg Help Desk team.
Minimum Requirements
Educational Qualifications
- Grade 12 / Matric — minimum requirement.
- A Secretarial or Telephonist Certificate or Diploma is advantageous.
- Any additional qualification in office administration, call centre operations, or facilities management will be beneficial.
Experience
- 1 to 2 years’ experience in a similar Help Desk, call centre, reception, or office administration environment.
- Prior experience within a facilities management, property, or technical services environment will be a strong advantage.
- Demonstrated experience in accurate data capturing, call logging, or customer query management.
Technical Skills
- Computer literacy — proficient in MS Word, MS Excel, and MS Access is essential.
- Ability to operate a Help Desk or call logging system (training will be provided on Tsebo-specific platforms).
- Strong data capturing and administrative skills, with the ability to maintain accurate records under pressure.
Knowledge Requirements
- Understanding of Help Desk procedures and service level agreement (SLA) management principles.
- Awareness of SHEQ standards — specifically ISO 9001, ISO 14001, and ISO 18001 — is advantageous.
- Familiarity with facilities management operations and the types of faults and service requests common in this environment will be beneficial.
Skills & Competencies
- Excellent telephone etiquette and the ability to communicate professionally with clients, service providers, and internal stakeholders.
- Strong verbal and written communication skills, with the ability to convey information clearly and accurately.
- High level of attention to detail — particularly in relation to call logging, data accuracy, and documentation.
- Ability to manage multiple tasks simultaneously and maintain performance quality under pressure.
- Strong interpersonal skills with a naturally professional and customer-focused approach.
Personal Attributes
- Calm and composed under pressure — able to manage high call volumes and difficult callers without compromising professionalism.
- Highly organised and methodical — takes pride in accurate, thorough record-keeping and task follow-through.
- Reliable and punctual — the Help Desk function depends on consistent, dependable presence throughout each shift.
- Proactive and self-motivated — identifies issues early and takes initiative to follow up without waiting to be prompted.
- Team player — works effectively with internal teams, service providers, and management to achieve shared service delivery outcomes.
Core Values
✅ Service Excellence
The Help Desk is where the client experience begins and, in many ways, where it is most critically shaped. Every call answered, every fault logged, and every follow-up made is a direct reflection of Tsebo’s commitment to its clients. Help Desk Operators are expected to embody service excellence in every interaction — not as an aspiration, but as a daily standard.
✅ Accuracy & Accountability
In a facilities management environment, a poorly logged call or a missed escalation can result in a breach of service levels and real consequences for the client’s operations. Accuracy is not just a desirable quality in this role — it is a fundamental responsibility. Every data point matters, and every entry must be treated with care and precision.
✅ Professionalism Under Pressure
Help Desk environments are dynamic and can be demanding. Call volumes fluctuate, service providers miss deadlines, and callers are sometimes frustrated. The most valuable quality a Help Desk Operator can bring is the ability to remain calm, professional, and solution-focused regardless of the pressure around them. Tsebo expects this standard without exception.
✅ Compliance & Standards
Tsebo Facilities Solutions operates within a rigorous framework of quality, environmental, and occupational health and safety standards. The Help Desk function is not exempt from these obligations. Every team member is expected to understand their role within the SHEQ compliance framework and to uphold those standards in every aspect of their daily work.
✅ People at the Heart
Tsebo Solutions Group believes its people are the foundation of everything it achieves. For the Help Desk team, this value is expressed through the quality of every client interaction — treating every caller with respect, dignity, and a genuine commitment to resolving their issue. People-centred service is not just the right approach; it is the Tsebo approach.
Career Growth Opportunities
A contract with Tsebo Facilities Solutions provides a meaningful entry point into a career within one of Africa’s largest integrated workplace management organisations:
- Help Desk Operator → Senior Help Desk Operator / Help Desk Coordinator
- Help Desk Coordinator → Help Desk Supervisor / Team Leader
- Help Desk Supervisor → Facilities Administration Manager
- Facilities Administration Manager → Operations Manager / Regional Facilities Manager
Your career path is in your hands.
Frequently Asked Questions
Is this a permanent position or a contract role? This is a fixed term contract of 3 months. It is not a permanent appointment. Candidates must be fully available for the contract duration and able to commence immediately upon being appointed. Strong performance in a fixed term role may open doors to future opportunities within the Tsebo Solutions Group.
What computer skills are required for this Help Desk Operator role? Candidates must be computer literate with demonstrated proficiency in MS Word, MS Excel, and MS Access. The ability to learn and operate Tsebo’s internal Help Desk and call logging systems is also required — training on these platforms will be provided.
What qualifications and experience are needed to apply? The minimum educational requirement is a Grade 12 / Matric certificate. A Secretarial or Telephonist Certificate or Diploma is advantageous. Candidates should have 1 to 2 years’ experience in a Help Desk, call centre, reception, or office administration environment.
What does SHEQ compliance involve in this role? SHEQ refers to Safety, Health, Environment, and Quality standards. In this role, candidates are required to adhere to ISO 9001 (Quality Management), ISO 14001 (Environmental Management), and ISO 18001 (Occupational Health & Safety) as they apply to the Help Desk function. This primarily involves following established procedures accurately and reporting any compliance concerns through the correct channels.
When does this vacancy close, and how urgently should I apply? The closing date is 22 May 2026 — which is extremely soon. Candidates must submit their applications immediately to be considered. Late or incomplete applications cannot be accepted.
What reference number should I quote when applying? Please quote reference number TSE260515-6 in all correspondence and application submissions to ensure your application is correctly processed.
How to Apply
Ready to bring your communication skills and administrative precision to a high-impact facilities Help Desk role? Applications are open now. Quote reference number TSE260515-6 in all correspondence.
👉 Apply Online via the Tsebo Careers Portal
⚠️ The closing date for this position is 22 May 2026. This deadline is critically close — submit your application immediately to avoid missing out.
⚠️ Only applications that quote the correct reference number TSE260515-6 will be processed. Ensure all personal and application details are complete and accurate before submitting.
⚠️ Should you not receive feedback within two weeks of the closing date, please consider your application unsuccessful. Tsebo Solutions Group reserves the right not to make an appointment.
Apply early — this vacancy closes on 22 May 2026.
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