Job Description

Help Desk / CAFM Operator
Job Title: Help Desk / CAFM Operator
Department: Facilities Management
Reports To: Facilities Manager / Administrator
Job Purpose:
To operate the Computer-Aided Facilities Management (CAFM) system and serve as the single point of contact for all facility-related requests and communications, ensuring tasks are logged, assigned, tracked, and closed efficiently.
Key Responsibilities:

• Receive, log, prioritize, and assign all incoming service requests via phone, email, or CAFM system.
• Dispatch work orders to the appropriate technician or service provider and monitor progress to completion.
• Update the CAFM system with real-time information, including job status, labor hours, and parts used.
• Generate and distribute daily, weekly, and monthly reports on help desk performance (e.g., response times, closure rates).
• Liaise with requesters to provide updates, gather feedback, and confirm job closure.
• Schedule and manage preventive maintenance (PPM) work orders within the CAFM system.
• Maintain the asset register and space management data within the CAFM system.

Qualifications & Experience:

• High school diploma; additional certification in office administration or IT is a plus.
• Proven experience in a help desk, customer service, or dispatch role.
• Prior experience with a CAFM or CMMS software (e.g., Maximo, IBM Tririga, Planon) is highly advantageous.
• Strong customer service, communication, and problem-solving skills.
• Ability to multitask and work under pressure in a fast-paced environment.

Skills Required