Facilities Help-Desk Officer at Khenpro Global Services

Position Summary

• The Facility Help Desk Officer is responsible for receiving, logging, and resolving facility-related requests from staff, tenants, and visitors.
• The role supports efficient facility operations by coordinating maintenance activities, tracking service requests, and ensuring timely communication between users and the facility management team.

Key Responsibilities

Service Request Management

• Receive facility-related complaints, maintenance requests, and inquiries via phone, email, or ticketing system. Log all requests accurately and track them to closure.
• Assign issues to appropriate technicians, contractors, or facility teams.
• Follow up to ensure timely resolution of reported issues.

Communication & Coordination

• Act as the central point of contact between users and facility operations.
• Provide updates to requesters on the status of their issues. Escalate urgent or unresolved matters to the Facility Manager.
• Coordinate with cleaning, security, technical, and administrative units as needed.

Facility Monitoring & Reporting

• Monitor facility systems (power, HVAC, plumbing, elevators, etc.) and report faults immediately.
• Maintain daily logs of facility operations and incidents.
• Prepare weekly and monthly reports on service requests, trends, and performance.

Customer Service

• Ensure courteous and professional interactions with staff, vendors, and facility users.
• Provide guidance on facility procedures, policies, and service processes. Assist visitors and users with navigation within the facility.

Administrative Responsibilities

• Maintain documentation of maintenance activities, vendor service reports, and equipment logs.
• Help schedule preventive maintenance activities with vendors and technicians. Track inventory of facility supplies (bulbs, filters, cleaning materials, etc.).
• Support front-desk and administrative tasks when required.

Qualifications & Requirements

• OND / HND / BSc in Facility Management, Engineering, Business Administration, or related field. 1–3 years experience in help desk, facility management, or customer support roles.
• Basic knowledge of building systems (electrical, plumbing, HVAC) is an advantage.
• Strong customer service skills and problem-solving abilities. Good communication and interpersonal skills.
• Familiarity with facility management software or ticketing systems (preferred).
• Proficiency in MS Office tools.

Key Competencies

• Attention to detail Multitasking and time management
• Teamwork and collaboration
• Technical awareness
• Professionalism and confidentiality
• Ability to work under pressure