HelpDesk Officer at International Facilities Services Limited - IFS

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 & 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.