Facilities Help-Desk Officer at Khenpro Global Services

Position Summary

The Facilities Help Desk Officer is responsible for receiving, logging, and resolving facility-related requests from staff, tenants, and visitors. This role supports efficient facility operations by coordinating maintenance activities, tracking service requests, and ensuring timely communication between users and the facility management team.

Key Responsibilities

Service Request Management

• Receive facility-related complaints, maintenance requests, and inquiries via phone, email, or ticketing system
• Log all requests accurately and track them to closure
• Assign issues to appropriate technicians, contractors, or facility teams
• Follow up to ensure timely resolution of reported issues

Communication & Coordination

• Act as the central point of contact between users and facility operations
• Provide updates to requesters on the status of their issues
• Escalate urgent or unresolved matters to the Facility Manager
• Coordinate with cleaning, security, technical, and administrative units as needed

Facility Monitoring & Reporting

• Monitor facility systems (power, HVAC, plumbing, elevators, etc.) and report faults immediately
• Maintain daily logs of facility operations and incidents
• Prepare weekly and monthly reports on service requests, trends, and performance

Customer Service

• Ensure courteous and professional interactions with staff, vendors, and facility users
• Provide guidance on facility procedures, policies, and service processes
• Assist visitors and users with navigation within the facility

Administrative Responsibilities

• Maintain documentation of maintenance activities, vendor service reports, and equipment logs
• Schedule preventive maintenance activities with vendors and technicians
• Track inventory of facility supplies (bulbs, filters, cleaning materials, etc.)
• Support front-desk and administrative tasks when required