Helpdesk Administrator – Property Management Division

SUMMARY:
-

POSITION INFO:

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