Helpdesk Administrator – Property Management Division

1 day ago

Johannesburg, Gauteng, South Africa Focus Kamoso (Pty) Ltd Full time R120 000 - R240 000 per year

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

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