Facilities Helpdesk Coordinator

Job Detail

This position requires shift work. Summary: We are seeking a responsible and service oriented Facilities Helpdesk Coordinator to manage feedback, service requests, and incident reports related to building and facilities operations. This role acts as the first point of contact for users, ensuring timely coordination with the relevant teams to address and resolve issues effectively. Key Responsibilities: Operate the facilities helpdesk to receive, log, track, and manage all user feedback, service requests, and issues via phone, email, WhatsApp, Telegram, chatbot, or other platforms. Route urgent issues such as faults, defects, breakdowns, and emergencies to the appropriate maintenance staff or contractors. Provide regular updates and closure on feedback to users, ensuring clear communication on actions taken and resolution timelines. Manage requests and responses related to: General services and event support Faults, complaints, and maintenance related issues Temporary service adjustments Emergency incidents and alarm monitoring Maintain accurate records of all reported issues in the Computerised Maintenance Management System (CMMS) or equivalent platforms. Categorise and prioritise feedback based on service level agreements and urgency. Prepare and submit monthly reports on service requests, complaints, incidents, and resolutions.