About the Role
International Facilities Services Limited (IFS) is a premier international facilities management company operating to global standards across Nigeria, Ghana, South Africa, and the Middle East. Through bespoke soft and hard facilities solutions and advanced automation partnerships, we ensure our clients enjoy cost-effective and efficient work environments. We are currently looking for a dedicated HelpDesk Officer to join our dynamic team in Nigeria.
Key Responsibilities- Receive, log, and categorise all maintenance requests across multiple channels into the CMMS/CAFM system accurately and promptly.
- Prioritise and route work orders to the appropriate technical service teams based on defined priority levels.
- Track work orders through to completion, actively following up to ensure response and resolution targets are met.
- Acknowledge incoming requests within target timeframes and maintain clear communication with requesters regarding progress.
- Escalate overdue, urgent, or unresolved work orders to the Facility Manager or relevant service leads promptly.
- Maintain accurate and up-to-date records in the CMMS, including asset data, history, and closure notes.
- Generate routine helpdesk performance reports detailing ticket volumes, response times, and resolution rates.
- Support the onboarding of new users to the CMMS/CAFM mobile app and provide basic first-line troubleshooting.
- Handle all client interactions with a professional, courteous, and calm manner, especially during urgent situations.
- OND, HND, or equivalent qualification in Business Administration, Facilities Management, IT, or a related discipline.
- Prior experience in a helpdesk, customer service, call centre, or administrative support role is an advantage.
- Comfortable learning and working with digital systems for logging, tracking, and reporting.
- Strong organisational skills with the ability to prioritise multiple requests accurately under time pressure.
- Excellent verbal and written communication skills with strong attention to detail.
- Good working knowledge of Microsoft Office applications including Excel, Outlook, and Word.
- Competitive salary package with regular performance reviews.
- Opportunities for professional growth and specialized facilities management training.
- Dynamic and collaborative international work environment.
- Comprehensive health insurance and other corporate welfare benefits.