HELPDESK OFFICER

JOB SUMMARY

The Helpdesk Officer will manage the facilities helpdesk and CMMS/CAFM system, logging, prioritising, and tracking all maintenance requests from receipt through to resolution. The role is the operational nerve centre of the FM team, ensuring requests are correctly categorised, routed to the right service team, and tracked against agreed response and resolution timelines. The role requires strong organisational skills, clear communication, and a calm, methodical approach, particularly when handling urgent requests.

KEY RESPONSIBILITIES

• Receive, log, and categorise all maintenance requests (phone, email, app, walk-in) into the CMMS/CAFM system accurately and promptly.
• Prioritise and route work orders to the correct service team (HVAC, generator, electrical, plumbing, cleaning, landscaping, etc.) based on defined priority levels (P1–P4).
• Track work orders through to completion, following up with service teams to ensure response and resolution targets are met.
• Acknowledge all incoming requests within target timeframes and keep requesters informed of progress and expected resolution times.
• Escalate overdue, urgent (P1/P2), or unresolved work orders to the Facility Manager or relevant service lead promptly.
• Maintain accurate, up-to-date records in the CMMS, including asset data, work order history, and closure notes.
• Generate routine helpdesk performance reports (ticket volumes, response times, resolution rates) for the FM team.
• Support onboarding of new users to the CMMS/CAFM mobile app and provide basic first-line troubleshooting.
• Maintain a professional, courteous, and calm manner when handling all requests, including from stressed or frustrated requesters.
• Support the Facility Manager with general administrative tasks related to helpdesk and CMMS operations.

Requirements

REQUIREMENTS & QUALIFICATIONS

• OND/HND or equivalent qualification in Business Administration, Facilities Management, IT, or a related discipline.
• Prior experience in a helpdesk, customer service, call centre, or administrative support role is an advantage; motivated candidates without direct FM experience will also be considered.
• Comfortable learning and working with a CMMS/CAFM system for logging, tracking, and reporting on work orders (full training provided).
• Strong organisational skills, with the ability to prioritise multiple requests accurately under time pressure.
• Excellent verbal and written communication skills.
• Good working knowledge of Microsoft Office (Excel, Outlook, Word) or equivalent tools.
• Calm, patient, and professional manner, particularly when handling urgent or escalated requests.
• Reliable and punctual, with strong attention to detail and accuracy in data entry.

Benefits

WHAT WE OFFER

• Competitive salary commensurate with experience.
• Full training on the facility's CMMS/CAFM helpdesk system.
• Standard business-hours role within a structured, well-resourced FM administration team.
• Career development within a growing Integrated Facilities Management company.