Facilities Helpdesk Intern

**Introduction**
- Momentum Metropolitan Holdings, through brands such as Metropolitan, Momentum, Multiply (wellness and rewards program), Guardrisk, and Eris Property Group, provides financial solutions for individuals and businesses. Our Group Facilities Management (GFM) team ensures a well-maintained, safe, and efficient working environment by managing infrastructure, maintenance, and essential services.

**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.

**Role Purpose**
- The Facilities Helpdesk Intern will provide first-line support for facilities-related queries. This role involves logging service requests, coordinating maintenance tasks, and ensuring prompt resolution of electrical and general facilities issues. The intern will work closely with internal teams, service providers, and technicians to support the efficient operation of Momentum Metropolitan’s facilities.

**Requirements**:

- Grade 12 or equivalent qualification
- National Diploma/Degree in Administration or related qualification
- Previous experience or exposure to facilities management, maintenance coordination, or technical support (advantageous)
- Strong computer literacy, including Microsoft Office and Helpdesk ticketing systems

**Duties & Responsibilities**
- Log, track, and manage incoming facilities-related queries and or maintenance requests, with a focus on electrical issues (e.g., power failures, lighting, faulty circuits).
- Coordinate and escalate maintenance requests to the relevant technicians and service providers and/or facilities handyman.
- Monitor and follow up on job requests to ensure timely resolution and maintain service level agreements (SLAs).
- Provide basic troubleshooting guidance for minor electrical issues before escalating to technicians.
- Communicate with internal stakeholders regarding the status of their requests and expected resolution times.
- Assist with compiling reports on helpdesk performance, maintenance trends, and recurring issues.

**Follow-Ups**:
Monitor Progress:

- Regularly check the status of ongoing maintenance tasks.
- Ensure technicians update the status and provide feedback.

Client Updates:

- Provide clients with updates on the progress of their maintenance requests.
- Notify clients once the issue has been resolved.

Escalate Issues:

- Escalate unresolved or critical issues to higher management or specialized teams.

**Providing Statistics**:
Daily Reports:

- Generate daily reports on the number of maintenance calls logged, resolved, and pending.
- Highlight any urgent or critical issues.

Weekly Reports:

- Compile weekly statistics on maintenance activities.
- Include metrics such as average resolution time, number of calls per category, and technician performance.

Monthly Reports:

- Prepare comprehensive monthly reports.
- Analyze trends, recurring issues, and overall performance.
- Present findings to management and suggest improvements.

**Trend Analysis**:
Data Collection:

- Collect data from daily, weekly, and monthly reports.
- Identify patterns and trends in maintenance requests.

Analyze Trends:

- Analyze the frequency and types of issues reported.
- Determine common causes and areas needing improvement.

Report Findings:

- Create detailed trend analysis reports.
- Provide actionable insights and recommendations to management.

Implement Improvements:

- Work with the maintenance team to implement process improvements

**Competencies**
- **
Time management**:

- Strong **problem-solving and troubleshooting skills**:

- Excellent **customer service and communication skills**:

- Ability to **prioritize and multitask** in a fast-paced environment
- Strong **attention to detail and organizational skills**:

- Proficiency in **Microsoft Office Suite (Word, Excel, Outlook)** and helpdesk/ticketing systems