FM Helpdesk Coordinator

About the role

We are seeking an experienced FM Helpdesk Coordinator to lead our Facilities Management helpdesk and call centre operations. The role ensures service requests are recorded, prioritised, assigned, monitored, escalated and closed in line with contractual SLAs.

Key responsibilities

• Supervise daily FM helpdesk and call centre activities, including rosters, workload and service quality.
• Ensure calls, emails, WhatsApp and portal requests are accurately logged in the CAFM/helpdesk system.
• Monitor work orders, response times, closures and SLA compliance.
• Coordinate with FM teams, contractors and clients to achieve timely resolution.
• Handle escalations, emergency incidents, complaints and potential SLA breaches.
• Prepare daily and monthly KPI reports.
• Coach and monitor call centre agents to maintain service standards.

Required profile

• Diploma or Bachelor’s degree in Facilities Management, Business Administration, Engineering or related field.
• 3–5 years experience in FM helpdesk, call centre supervision, customer service or operations coordination.
• Knowledge of FM operations, PPM, SLAs and KPI reporting.
• Strong leadership, communication and coordination abilities.

Required skills

• Experience with CAFM/helpdesk systems.
• Familiarity with Oracle ERP or Maximo.
• Advanced Excel reporting skills.