Helpdesk Administrator – Property Management Division

The Focus Group; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A facilities management company is seeking a detail-oriented individual to manage service requests in Johannesburg. Responsibilities include coordinating tasks for the FM team, maintaining communication with stakeholders, and ensuring compliance with internal processes. The ideal candidate will have strong proficiency in MS Office and at least 1-3 years of experience in facilities management. This role is essential for ensuring efficient operations and customer satisfaction.

Qualifications

• Detail-oriented professional with strong communication skills.
• Customer-focused and adaptable under pressure.
• Reliable and able to manage multiple priorities.

Responsibilities

• Manage and coordinate all facilities-related service requests.
• Assign tasks to FM team members or contractors.
• Act as the primary liaison between staff and the FM team.
• Maintain accurate records of service requests and resolutions.

Skills

Strong written and verbal communication skills

Excellent troubleshooting ability

Reliability in timekeeping

Strong attention to detail

Adaptability under pressure

Customer-centric attitude

Coordination skills

Education

Grade 12 (Matric)

Tools

MS Office

Job description

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