FM Administrator/Helpdesk

Job Purpose

The main purpose of this position is to provide administration support to the Facilities Manager and team. This position involves maintaining a range of administrative duties and support the completion of facilities management site inspection reports and key deliverables, as well as providing immediate assistance and support for all maintenance requests received from existing customers and directing all enquiries to allocated resources. They are responsible for answering queries timely and in a professional manner.

Accountabilities

• To maintain efficiency of facility management administration and systems, looking to improve and develop where necessary, ensures that everything behind the scenes is running smoothly.
• Act as first point of contact within the facilities office during working hours to ensure phone calls are taken and queries are dealt with in a time effective manner.

Duties and Responsibilities

• Maintain facilities management administration including projects and support FM Manager.
• To ensure the Helpdesk data is fully up to date and all instructions to the maintenance department or subcontractors are issued and received in accordance with the service requirements.
• Respond to tenants’ complaints (in person, via phone, chat or email) swiftly, log in activities to the system, create work orders for tenants concern and distribute them to the assigned technicians.
• Follow up with technicians on work orders completion & updating the system for closure.
• Contact client base/tenants and obtain feedback regarding service delivery (satisfactory or not).
• Administer the Helpdesk system to deliver accurate and timely information in accordance with the business requirements, including compiling maintenance data reports for management.
• Ensure all PPM, CM, EM and Projects instructions are issued, received and logged in the timeframes required by the Business Delivery Model.
• Develop and maintain a positive working relationship with landlords, tenants & all other employees within the Artan Holding group of companies.
• Develop and maintain a positive working relationship with the maintenance team and approved suppliers/ subcontractors to ensure an efficient service is delivered.
• Manage and check company customer service standards are fully complied with by all team members.
• Coordinate with procurement for quotations, obtaining landlords’ approval, and confirmation of purchase orders.
• Monitor expenditure against budget (CAPEX).
• Monitor contractors’ performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), including AMC renewal monitoring.
• Support the facilities department in delivering a consistent and efficient service across the site including ensuring that all Planned Preventative Maintenance (PPM) schedules are up to date and that any remedial works(s) are undertaken quickly.
• Helpdesk monitoring, including liaising proactively with staff and supply chain partners.
• Ensure contractor provide work schedules, risk assessments, method statements, issue permit to work and construction design (CDM) processes are used at all times and are fit for purpose.
• Produce monthly reports identifying performance against agreed targets and budgets.
• Maintain both soft and hard filing systems, ensuring consistency and support management team where required.
• Manage all incoming mail within domain.
• Schedule FM meetings, take minutes and coordinate actions.
• Prepare electronic presentations including overall design and manipulation and extraction of data.
• Any other duties/responsibilities as assigned from time to time based on the relevant business requirements.

Skills

• Excellent communicational skills (both written & spoken).
• Strong numerical skills with the ability to read financial information and prepare financial data.
• Ability to multi-task and prioritize a high volume of incoming projects and assignments.
• Confident telephone manner.
• Customer service orientated.
• Ability to communicate effectively to help customers & feel satisfied with the experience.
• Ability to demonstrate professionalism, discretion and confidentiality at all times.
• Problem analysis
• Problem-solving
• Adaptability
• Team interaction
• Planning and organizing
• Attention to details
• Stress tolerance & ability to work and perform under pressure.

Language (s):

• English

Specialized Training/ Knowledge Required

• Working knowledge of fundamental maintenance operations.
• Competent working knowledge with Microsoft Office suite, including Word, Outlook and Excel.
• Experience in dealing with customer requests and coping under pressure whilst maintaining focus is essential.
• Knowledge of relevant call tracking applications.
• Knowledge and experience of customer service practices.

Education & Qualifications

A Certificate or Diploma in a Business related subject such Hospitality, Secretarial Studies, Office Management, Real Estate etc. preferred.

Experience

• 2 – 4 Years’ Experience in role.
• Minimum of 2+ Years working experience in administrative role
• Previous experience of working in a busy and demanding environment.
• Work experience in a Facilities management is an advantage
• Previous experience of CAFM or similar facilities computer management system is an advantage
• Previous experience of helpdesk operations or similar support role is an advantage.

Job Types: Full-time, Permanent

Experience:

• Facilities Management (Helpdesk)): 3 years (Required)

Language:

• English and Hindi (Required)