Johannesburg: Helpdesk Administrator

Job purpose: KPIs 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 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. 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 and support internal processes Conduct periodic reviews of service delivery quality and escalate concerns as needed. Support internal audits and contribute to continuous improvement initiatives. SKILLS AND COMPETENCIES ESSENTIAL TO THE POSITION Business Knowledge Skills 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 Grade 12 (Matric) Minimum of 1 to 3 years in a property or facilities management environment. Strong Proficiency in relevant computer packages (MS Office) and software packages.