Department: Assets & Facilities

Reports to: Facility Manager

Role Introduction

The FM Helpdesk shall provide first line helpdesk support to internal and external customers and provide the first point of contact for a variety of facilities management requirements and administration. With strong administrative skills and customer focus, to provide a friendly and proactive service to customers and conduct an efficient handling of each query and advise customers of the consequent solution.

Key Responsibilities

• To administer and maintain the Telephony System in its effective use of call routing within the call centre.
• To liaise with all Operational Teams to ensure the appropriate communication protocols are maintained.
• To overview the incoming requests to the Helpdesk to achieve accurate assignment of internal and external resources for different types of requests.
• To assist in the coordinated response to emergencies and escalated incidents in a proficient, timely and professional manner.
• To produce task performance reports, maintenance supplies and stock forecast reports and input for the lifecycle planning processes.
• To deliver activities to support operational objectives for their roles.
• To assist with IT related issues that the team may experience, such as inbox issues, connectivity issues etc. 
• To deliver trainings to new members of the Helpdesk Team.

Requirements

• Form 5 / DSE or above.
• Minimum 3 years' demonstrable experience of a similar role in a helpdesk environment. 
• Familiar with facilities management software such as Maximo/Planon (Computerized Maintenance Management System).
• Proficiency in MS Office (Access, Excel, Outlook, PowerPoint, Word). Excel skills to include basic functions, v-lookups, etc.
• Good command of spoken and written English and Chinese; ability to speak in Putonghua is a definite advantage.
• Must be detail conscious, accurate and methodical in approach.
• Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.
• Calm manner, able to work under pressure and against rapidly changing demands and priorities.

Full-time

Personal & Application Information

We are an equal opportunity employer. Data collected will be treated in strict confidence and used for recruitment purpose only. Applicants who are not invited for interviews within 8 weeks may consider their applications unsuccessful.