Control Room Operator: Bryanston - Fidelity Services Group

The aim of a Monitoring Centre Associate I is to handle incoming signals and the monitoring of all Response and Patrol resources.

Responsibilities and duties:

1. Administration

• Monitor and action emergency and non-emergency signals
• Phoning of the Premises/ Clients/ Key holders
• Recording all relevant information into the activations by means of computer
• Record and report all incidents and accidents to the senior on duty
• Ensure all relevant administrative work and handled signals are completed
• Monitoring and action of vehicle violations
• Updating of timesheets

2. COMPUTERS AND EQUIPMENT MANAGEMENT

• Report any faults to the appropriate authority on duty
• Not abuse the use of company telephones for private telephone calls
• Effective use and compliance of safety and zero harm standards

3. TIDINESS OF THE MONITORING CENTRE

• Responsible for a clean and tidy workstation

4. CLIENT LIAISON

• Telephonic assistance with any problems or complaints
• Updating of client information i.e. holiday instructions/other client information to be given to Monitoring Associate IV/V
• Reporting of any faulty alarm systems through the appropriate channel(s)
• Sales leads to be recorded and reported through the appropriate channel(s)

5. GENERAL

• Have sound knowledge about all facets pertaining to your position
• Attend all required meetings and training sessions
• Not abuse company telephone for private calls

6. STANDARD OPERATING PROCEDURES

• Standing Operating Procedures must be upheld
• Meeting and keeping on agreed upon service level and performance targets
• High standard of service must be upheld

7. ADHOC

• Assisting with other ad-hoc tasks and projects as and when required

QUALIFICATION & EXPERIENCE:

• Grade 12 (Matric)
• Grade C PSIRA Registered