Responsible for providing efficient and effective support for the computerized facility management system used throughout the site office

• Helpdesk Support: Respond promptly and professionally to incoming service requests, incidents, and inquiries related to facility management through various channels, including phone calls, emails, and online ticketing systems.
• Troubleshooting: Analyze reported issues, identify their nature, and provide initial troubleshooting guidance to resolve minor problems. Escalate complex issues to the appropriate technical support teams or maintenance personnel, ensuring timely resolution.
• Work Order Management: Create, assign, and track work orders in the CAFM system to address maintenance, repair, and facility-related tasks. Ensure accurate and up-to-date information is recorded for each work order.
• Documentation and Reporting: Maintain accurate records of service requests, incidents, and work orders in the CAFM system. Generate reports on key performance indicators, service metrics, and trends to support decision-making and process improvement initiatives.
• Coordination and Communication: Collaborate with various stakeholders, including facility managers, technicians, vendors, and internal departments, to coordinate and prioritize service requests. Communicate updates, status, and completion information to relevant parties.
• User Training and Support: Conduct training sessions and provide user support to educate employees, tenants, and visitors on utilizing the CAFM system effectively and efficiently. Address any system-related questions or issues raised by users.
• Continuous Improvement: Proactively identify areas for process improvement and suggest enhancements to optimize the CAFM system and helpdesk operations. Participate in testing and implementing system upgrades or enhancements.
  

Education/Qualification

Education: High school diploma or equivalent qualification. Additional certifications or training in facilities management or a related field are advantageous.

Experience: Prior experience in a similar role, preferably within a large-scale facility or event management environment, is highly desirable. Familiarity with computerized facility management systems (CAFM) is a plus