About the position
Purpose of the Role:
To manage and coordinate all facilities-related service requests, ensuring efficient task allocation, communication, documentation, and compliance with internal processes and service level agreements.
Key Performance Areas (KPAs): Helpdesk Processing
- Receive, log, and track all facilities-related service requests via email, WhatsApp, or phone.
- Ensure accurate and timely entry of requests into the MyBuildings system.
- Create and manage quote requests aligned with preloaded budgets.
- Monitor and follow up on outstanding service requests to ensure closure and customer satisfaction.
Task Allocation and Scheduling
- Assign tasks to appropriate FM team members or contractors.
- Develop and maintain daily, weekly, and monthly maintenance schedules.
- Monitor task progress and ensure checklist compliance.
- Escalate unresolved or overdue issues to the Facilities Operations Manager.
Communications and Coordination
- Act as the primary liaison between JSE staff and the FM team.
- Provide timely updates to stakeholders and coordinate with service providers.
- Maintain clear and professional communication at all times.
- Prepare and distribute internal communications regarding planned maintenance or service disruptions.
Documentation and Reporting
- Maintain accurate records of service requests, task assignments, and resolutions.
- Generate regular reports on helpdesk performance, request trends, and contractor response times.
- Assist in compiling data for budgeting, forecasting, and compliance audits.
Systems and Process Management
- Ensure the MyBuildings system is updated and maintained with current data.
- Identify opportunities to improve helpdesk processes and implement approved changes.
- Support onboarding and training of new Facilities team members and contractors/suppliers on helpdesk procedures.
Compliance and Quality Assurance
- Ensure all FM activities comply with company policies, health and safety regulations, and service level agreements.
- Conduct periodic reviews of service delivery quality and escalate concerns as needed.
- Support internal audits and contribute to continuous improvement initiatives.
Candidate Profile:
The successful candidate will be a reliable and detail-oriented professional with strong communication and coordination skills. They should be customer-focused, adaptable under pressure, and capable of managing multiple priorities. A solid understanding of facilities management systems and processes is essential.
Skills and Competencies: Business Knowledge
- Strong written and verbal communication skills.
- Excellent troubleshooting and problem-solving abilities.
- Reliable timekeeping and ability to meet deadlines.
Human Capital
- High level of confidentiality and discretion.
- Customer-centric with a positive and dependable attitude.
- Skilled in facilities management processes and systems.
- Strong attention to detail and accuracy in data entry and reporting.
- Adaptable and able to manage changing priorities under pressure.
- Collaborative team player with strong coordination skills.
Qualifications and Experience:
- Minimum Qualification: Grade 12 (Matric)
- Experience: 1 to 3 years in a property or facilities management environment
- Technical Skills: Strong proficiency in MS Office and relevant software packages
Desired Skills:
- Ability to Meet Deadlines
- Customer Retention
- Customer Satisfaction
- Facilities Management
- Microsoft Office
- Property Management
- Service Management
