Position Purpose

The Helpdesk Operator is responsible for delivering an efficient and customer-focused helpdesk service within the organization. The role involves receiving, logging, and coordinating service requests, ensuring timely communication between clients, technicians, and internal teams. The operator ensures full compliance with service procedures and supports smooth operational delivery across all facilities.

Role Description

• Service Request Management: Receive, log, and prioritize service requests through calls, emails, and CAFM systems.
• Operational Coordination: Assign tasks to technicians and service teams, ensuring accurate tracking and timely completion.
• Follow-Up & Monitoring: Monitor open requests, follow up on pending jobs, and ensure achievement of KPIs and service timelines.
• Customer Communication: Provide clear and professional communication to clients, tenants, and staff regarding service status and requirements.
• Data Accuracy: Maintain accurate records, update CAFM entries, and ensure documentation is complete and up to date.
• PPM Support: Assist in coordinating Planned Preventive Maintenance activities and ensuring timely execution.
• 24/7 Support: Contribute to helpdesk coverage during shifts, including after-hours or emergency support as required.
• Compliance: Ensure all service processes follow internal standards, operational procedures, and quality guidelines.

Job Specific Knowledge & Skills

• Strong communication and customer service skills.
• Excellent telephone and email etiquette.
• Proficiency in CAFM systems and data entry.
• Ability to prioritize tasks and manage time effectively.
• Strong organizational and record-keeping abilities.