Helpdesk - Facility Management

Department : Assets & Facilities

Reports to : Facilities Manager

Role Introduction

The Helpdesk Facility Management shall provide first line helpdesk support to internal and external customers and act as the first point of contact for a variety of facilities management requirements and administration. With strong administrative skills and customer focus, to provide a friendly and proactive service to customers and conduct an efficient handling of each query and advise customers of the consequent solution.

Key Responsibilities

• Administer and maintain the Telephony System in its effective use of call routing within the call centre.

• Liaise with all Operational Teams to ensure the appropriate communication protocols are maintained.

• Overview the incoming requests to the Helpdesk to achieve accurate assignment of internal and external resources for different types of requests.

• Assist in the coordinated response to emergencies and escalated incidents in a proficient, timely and professional manner.

• Produce task performance reports, maintenance supplies and stock forecast reports and input for the lifecycle planning processes.

• Deliver activities to support operational objectives for their roles.

• Assist with IT related issues that the team may experience, such as inbox issues, connectivity issues etc.

• Monitor the FM Portal to verify that work orders are accurately created, assigned, prioritized, and categorized in accordance with contractual KPIs and SLAs. Work closely with the FMP maintenance contractor on all matters related to the FMP, ensuring alignment and effective communication.

• Deliver trainings to new members of the Helpdesk Team.

• Perform the ad hoc duties and event Helpdesk duty as required, ensuring smooth coordination and support during events as required.

Requirements

• Form 5 or above

• Minimum 1 years' demonstrable experience of a similar role in a helpdesk environment

• Familiar with facilities management software such as Maximo/Planon (Computerized Maintenance Management System) is preferred

• Must be detail conscious, accurate and methodical in approach

• Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently

• Calm manner, able to work under pressure in rapidly changing demands and priorities

• Proficiency in MS Office (Access, Excel, Outlook, PowerPoint, Word). Excel skills to include basic functions, V-lookups, etc

• Good command of spoken and written English and Chinese; ability to speak in Putonghua is a definite advantage

Full-time

Personal & Application Information

We are an equal opportunity employer. Data collected will be treated in strict confidence and used for recruitment purpose only. Applicants who are not invited for interviews within 8 weeks may consider their applications unsuccessful.

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