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 our partnership with FSI (FM) UK, we deliver cutting-edge, cost-effective automation systems to our diverse clientele. We are currently seeking a dynamic and organized HelpDesk Officer to join our vibrant team in Nigeria.
Key Responsibilities- Receive, log, and categorise all maintenance requests via phone, email, app, or walk-in into the CMMS/CAFM system accurately and promptly.
- Prioritise and route work orders to the appropriate technical service team based on defined priority levels.
- Track work orders through to completion, following up with service teams to ensure response and resolution targets are met.
- Acknowledge all incoming requests within target timeframes and keep requesters informed of progress.
- Escalate overdue, urgent, or unresolved work orders to the Facility Manager promptly.
- Maintain accurate records in the CMMS, including asset data and work order history.
- Generate routine helpdesk performance reports covering ticket volumes and resolution rates.
- Support the onboarding of new users to the CMMS/CAFM mobile app and provide basic troubleshooting.
- OND or HND in Business Administration, Facilities Management, IT, or a related discipline.
- Prior experience in a helpdesk, customer service, call centre, or administrative support role is advantageous.
- Comfortable learning and working with CMMS/CAFM software systems.
- Strong organisational skills with the ability to multitask and prioritise under pressure.
- Excellent verbal and written communication skills.
- Proficiency in Microsoft Office suite including Excel, Outlook, and Word.
- Calm, patient, and professional demeanor when handling urgent requests.
- Competitive salary and benefits package.
- Opportunity to work with an industry leader utilizing cutting-edge FM automation technology.
- Continuous professional development and comprehensive training on advanced CAFM systems.
- Collaborative and dynamic international work environment.