The Facilities Helpdesk Coordinator is responsible for overseeing and managing the day-to-day operations of the helpdesk function within the facilities management department. This role ensures that all facility-related service requests are logged, tracked, and addressed in a timely manner, and provides exceptional customer service to employees and stakeholders. The coordinator will facilitate communication between employees, contractors, and the facilities team, ensuring effective and efficient facility operations.
Key Responsibilities:
* Helpdesk Management:
* Serve as the primary point of contact for all facility-related service requests (maintenance, repairs, cleaning, etc.) via phone, email, and our online portal.
* Log, track, and prioritize incoming service requests in the helpdesk system, ensuring timely follow-up and resolution.
* Provide timely updates to employees and management regarding the status of open requests.
* Issue Resolution & Communication:
* Work closely with internal teams, contractors, and vendors to ensure the resolution of facility issues.
* Communicate facility maintenance schedules and any disruptions to services in advance to minimize inconvenience.
* Troubleshoot minor facility issues or escalate major concerns to the appropriate team members or external vendors.
* Vendor Management:
* Liaise with external service providers and vendors for scheduled maintenance, urgent repairs, or facility improvements.
* Monitor service level agreements (SLAs) to ensure contracted services are completed as per agreements and to the required standards.
* Data Management & Reporting:
* Maintain accurate records of all service requests, completed work orders, and associated costs.
* Customer Service:
* Provide exceptional customer service to all employees and stakeholders by addressing concerns, inquiries, and service requests in a professional and friendly manner.
* Resolve any dissatisfaction promptly, escalating as necessary.
* Continuous Improvement:
* Identify areas for improvement in processes and procedures to enhance the efficiency of the facilities helpdesk function.
* Suggest and assist in implementing changes to improve the overall facility experience for our customers.
Required Qualifications & Skills:
* Education:
* Leaving Cert or equivalent required. A degree in business administration, facilities management, or a related field is a plus.
* Experience:
* Minimum of 2 years of experience in a facilities management, customer service, or administrative role, with a focus on helpdesk coordination or support.
* Experience with facilities management software or helpdesk systems is desirable.
* Technical Skills:
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
* Experience with facilities management or helpdesk software is preferred.
* Communication Skills:
* Excellent verbal and written communication skills to interact with a wide range of internal and external stakeholders.
* Strong interpersonal skills and the ability to work collaboratively within a team environment.
* Problem-Solving Skills:
* Ability to think critically and solve problems efficiently while maintaining a customer-focused approach.
* Time Management:
* Ability to manage multiple tasks, prioritize requests, and meet deadlines in a fast-paced environment.
* Attention to Detail:
* Strong organizational skills and attention to detail, ensuring that all service requests are tracked and resolved promptly.
* Adaptability:
* Ability to adapt to changes in workflow or priorities, as well as stay calm under pressure.
Job Type: Full-time
Pay: €30,000.00-€35,000.00 per year
Experience:
* Facilities Management : 2 years (required)
Work Location: In person