The Facility Helpdesk Coordinator serves as the primary point of contact for all facility-related inquiries, work orders, and service requests. This role ensures efficient coordination of maintenance activities, vendor services, and building operations while delivering exceptional customer service to building occupants and stakeholders.
Key Responsibilities
Service Request Management
- Receive, log, and prioritize incoming facility service requests through phone, email, and ticketing system
- Assess urgency of requests and dispatch appropriate resources including maintenance technicians, contractors, and vendors
- Track work order status from initiation through completion, ensuring timely resolution and quality service delivery
- Maintain accurate records of all service requests, including detailed descriptions, actions taken, and closure notes
Customer Service and Communication
- Provide courteous and professional assistance to building occupants, tenants, and visitors
- Communicate service updates, maintenance schedules, and building announcements effectively
- Manage customer expectations by providing realistic timelines and following up on outstanding issues
- Escalate complex or urgent matters to facility management as appropriate
Coordination and Support
- Coordinate routine maintenance activities, inspections, and vendor services
- Assist with visitor management, access control requests, parking registration, event support and building security coordination
- Support emergency response procedures and serve as communication liaison during facility incidents
- Maintain helpdesk procedures, knowledge base articles, and standard operating protocols
Administrative Duties
- Generate reports on service request metrics, response times, and common facility issues
- Monitor and update facility documentation including floor plans, vendor contacts, and equipment information
- Assist with invoice processing and purchase order tracking for facility services
- Support building management with special projects and administrative tasks as needed
Preferred
- Associate's degree in business administration, facilities management, or related field
- Experience with CMMS platforms (e.g., Maximo, ServiceNow, FMX)
- Previous experience in property management, facilities, or hospitality environment
- Basic understanding of building systems and maintenance operations
- Bilingual capabilities
Working Conditions
- Office environment with potential exposure to various building areas during site visits
- Standard business hours with occasional overtime or on-call responsibilities during emergencies
- Prolonged periods working at computer workstation and phone system
- May require flexibility to support after-hours building events or urgent facility matters
