Facilities Helpdesk Coordinator

The role involves working on 8 hours rotating shift

­­­­­­­­­­­­­­­­­­­­­­­Job Purpose/Key Responsibilities

The Helpdesk Coordinator is responsible for managing all incoming helpdesk enquiries, ensuring timely and accurate processing of requests, maintaining service quality, and supporting reporting and vendor coordination. This role is critical in delivering excellent customer experience and ensuring compliance with contractual SLAs.

Key Responsibilities

A) Helpdesk Enquiry Management

• Acknowledge employee requests and confirm receipt within 30 minutes of call or email.

• Enter request details into the CFMS platform, capturing:

• Request type

• Urgency

• WSH risk (if any)

• Priority based on contract priority matrix

• Generate Work Orders and allocate tasks to the appropriate Business Unit.

• Provide interim updates to requesters on the status of their requests.

• Update CFMS upon completion of work orders and send completion communication to requesters.

B) Helpdesk Reporting

• Review CFMS reports daily to verify category accuracy and correct exceptions.

• Export daily CFMS reports to identify backlog or aged tickets requiring follow-up.

• Review incoming requests to detect duplicate or out-of-scope tickets.

• Prepare monthly Helpdesk reports for Client Presentation and Assurance Reporting, including:

• SLA performance

• Exception requests

• Trends and insights based on request behaviour

C) Maintenance Scheduling

• Prepare daily Work Order lists for Technicians and Handyman.
• Prioritise tasks based on due date, urgency, and customer experience.

D) Vendor Management

• Prepare quotes for reactive vendor works.
• Raise Purchase Orders to engage vendors.
• Collect service reports and related documentation.
• Train vendors on work order and billing procedures.

E) Customer and Client Management

• Interpret client needs for workplace requests and clarify details to ensure smooth execution.
• Respond promptly to client enquiries and concerns.
• Communicate deadlines and any impact on planned works clearly.
• Maintain organised files for work orders, proposals, and departmental records.

F) Quotation Drafting

• Assist Facilities Coordinator in drafting quotations for Repairs & Maintenance (R&M) works

*Any other ad hoc duties required from time to time.

Job Requirements

To be successful for this role, you need to have: -

Education

• O Levels, Higher-NITEC or Diploma in Facilities Management, Business Administration, or related field.

Experience

• At least one (1) year of relevant working experience in n helpdesk or facilities management.

Technical Skills

• Proficient in CFMS or similar platforms.

Soft Skills

• Strong organisational and communication skills.
• Ability to prioritise tasks and manage multiple requests efficiently.
• Knowledge of WSH risk assessment and vendor management processes is an advantage.

Additional Notes

Key Competencies

• Customer-focused mindset.
• Attention to detail and accuracy.
• Problem-solving and analytical skills.
• Ability to work independently and as part of a team.

Please do note that only shortlisted candidate will be contacted for an interview in-person. Thank you for your understanding and application.

Skills

Timely CommunicationComputerized Maintenance Management SystemCustomer & Vendors CommunicationMulti-taskingPrompt Response to Customers EnquiriesReport PreparationService Level Agreement ManagementEmergency ResponseEmail WhatsApp & Chatbot ManagementCoordination