Facility Administrator (Helpdesk)

LOCATIONS

Petaling Jaya

REPORTING TO

Assistant Facility Manager

WORKING HOURS

Monday – Friday 8.30 am – 5.30 pm

Saturday 9.00 am – 1.00 pm

Overview

A facilities helpdesk job involves acting as the first point of contact for maintenance and facility-related requests, using a computerised maintenance management system (CMMS) to log and track issues, and liaising with facilities staff and contractors to ensure tasks are completed and resolved promptly. Key responsibilities include managing service requests, providing user updates, maintaining records, and preparing reports, while essential skills include excellent communication, customer service, problem-solving, and organizational abilities.

Duties And Responsibilities

• Receive and log facility requests, issues, and faults from various channels such as phone, email, or online portals.
• Track the status of work orders, assign tasks to relevant maintenance staff or contractors, and follow up to ensure resolution.
• Provide timely updates and communicate resolutions to the users who reported the issues.
• Accurately record and update information in a Computerised Maintenance Management System (CMMS) or similar platform.
• Prepare and submit regular reports on service requests, complaints, and incident resolutions.
• Coordinate with internal facilities teams and external service providers to address and resolve requests.
• Perform general administrative duties, maintain filing systems, and manage other clerical tasks as needed.
• Essential Skills and Qualities
• A pleasant, professional, and service-minded demeanor to interact with clients and users effectively.
• Excellent written and verbal communication skills are vital for clear and efficient interaction with various stakeholders.
• Strong analytical and critical thinking skills to assess issues and identify the best course of action.
• The ability to manage multiple requests, prioritize tasks, and maintain an organized workflow.
• Familiarity with Microsoft Office Suite and Computerised Maintenance Management Systems (CMMS) or similar software.
• A willingness and ability to work collaboratively with other facilities staff and departments.
  
  

KEY PERFORMANCE MEASURES

• Uninterrupted site operations
• 100% compliance of site to key client and internal audits
• Meet or exceed Client Satisfaction survey targets
• Ensure 100% safety and regulatory compliance
• Continuously improving service
• Excellent Reporting
  
  

EMPLOYEE SPECIFICATIONS

KEY COMPETENCIES

• SPM/STPM/Diploma in Engineering related field, Business Administration or Marketing.
• Minimum 3 years’ experience in facilities management or building operations with knowledge of maintenance and services.
• Customer oriented, a team player, able to work independently and good interpersonal & leadership skills
• Able to work under pressure and in a fast-changing environment
• Fluent in Bahasa Malaysia and English