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National Control Centre : Support Desk Officer - G4S Secure Solutions - South Africa

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Job Reference: G4S/TP/3620871/111717
Number of Positions: 1
Job Category: Technical Support
Contract Type: Full Time
Salary: Market Related
Location: Centurion
G4S Region: Africa
Country:South Africa

G4S Business Unit:South Africa - Secure Solutions
Closing Date: March 23, 2018
Package Description: Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.

Job Introduction:

The NCC: Support Desk Officer reporting to the NCC Manager HOD , will take responsibility in providing technical coordination to alarm, guard monitoring and radio technicians.

Providing administrative and billing support to NCC, NCC Clients and NCC Suppliers. Maintain data integrity on existing systems in a proactive manner to ensure operational effectiveness within the NCC by ensuring that data capturing is up to date and service calls is followed up and attended to and feedback is provided to all role players.

Role Responsibility:



1. Effective customer service, customer relations :

  • Ensure that G4S Policies and Procedures are adhered to in all processes
  • Follow up and ensure that the task has been completed to the satisfaction of the client and capture all relevant data
  • Efficient response to all customer queries and complaints in a professional manner
  • Escalation of queries and requests to management as needed
  • Liaise with customers with regard to activations and exceptions
  • Man the national helpline during office hours and follow up on queries, complaints etc that get logged after hours


2. Data Integrity and Capturing:

  • Ensure that all data fields on Listener, EOB, Active Guard and the monitoring software is recorded accurately within the correct fields
  • Ensure that information compiled into reports and submitted to clients is a true reflection of the activities involved
  • Ensure that information input to all downloadable software is accurate and to industry specification of the particular system
  • Ensure that all general maintenance of data within all systems are current and up to date
  • Ensure that all documentation is received before any changes is made so that a proper audit trail exist
  • Loading new clients onto listener


3. Effective management of office environment and general administration duties:


  • Ensure control room office equipment is operational
  • Ensure filing and record keeping is up to date
  • Ordering of required stationary supplies
  • Placement of orders within ambit of G4S policy and procedures
  • Ensuring that monthly invoices are signed off by NCC Manager and then submit to Accounts Payable
  • Ensure that all new business has accompanied contracts and documents as per NCC Sales Procedure
  • Provision sim cards for Trinity, RSI, Vehicle Tracking
  • Arranging of armed response services as per clients requirement
  • Assist regions with sim card billing etc
  • Maintain user security on EOB
  • Create & maintain new and existing sites on Online Intelligence.
  • Co-ordinate purchase orders and job cards between clients and technicians/regions Daily follow ups on open job cards to regions and capturing the response to the job card


4. Technical Support:


  • Provide office support to technicians dealing with clients request including placing systems on test, inputting zone information and advising technician of appropriate action
  • Logging of service requests and job requests on Online Intelligence and JCS for technicians to attend
  • Maintain and update all records of service requests
  • Close all service requests when jobs are attended and completed
  • Log all client requirements accurately to ensure technical staff who must attend has a clear indication of requirements
  • Follow up of all technical requests with client and obtaining purchase orders before sending a technician
  • Logging of service calls on JCS and EOB
  • Configuration of Tracking units before installation
  • Assist with Active Guard repairs and set up of new Active Guard systems
  • Coordinate installations of alarm systems and radio’s
  • 1st line repairs and telephonic assistance to clients and technicians


5. Effective administration of reporting function:


  • Compilation of reports as per job requirements
  • Timely submission in accordance to deadlines
  • Report on monthly billing schedules to NCC Manager
  • Compilation of reports with regards job cards, faulty devices etc
  • Keep records of ICASA licensing up to date



The Ideal Candidate:

Minimum qualification/skill : 

Workable Knowledge of the following:

  • Microsoft Office
  • Listener
  • Scope Vehicle Tracking
  • Power Track Lite Vehicle Tracking
  • Kronos (Active Guard)
  • Bloodhound
  • Online Intelligence
  • Tele Eye
  • Cellsecure
  • RSI Videofied
  • Alarm systems like DSC, CADDX, Paradox



1. Knowledge

  • South African security legislation
  • G4S Operational Policy and procedures
  • G4S HR Policy and procedures
  • Health and Safety legislation
  • NCC Policy and Procedures


2. Skills 

  • Managing Conflict
  • Communication (Written and Verbal)
  • Negotiation
  • Computer literacy
  • Basic financial skills
  • Alarm system, Guard Monitoring and RF knowledge and understanding
  • Risk identification


2. Attributes: 

  • Driving change
  • Customer Thinking
  • Awareness of the market environment
  • Delivering strategy
  • Patience

-25.8363889 28.180278

Please Note: The application deadline for this job has now passed.