International Facilities Services (IFS) Group is one of West Africa's leading integrated facilities management and environmental services groups, providing: Integrated Facility Management, Technical Maintenance Services, Industrial Cleaning, Healthcare Support Services, Environmental & Sustainability Solutions, Engineering Projects, Cleaning Equipment & Chemical Distribution, Technology-enabled Facility Management.
We are recruiting to fill the position below:
Job Position: HelpDesk Officer
Job Location: Mainland / Surulere, Lagos
Employment Type: Full-time
Job Summary
- The Helpdesk Officer will manage the facilities helpdesk and CMMS/CAFM system, logging, prioritising, and tracking all maintenance requests from receipt through to resolution.
- The role is the operational nerve centre of the FM team, ensuring requests are correctly categorised, routed to the right service team, and tracked against agreed response and resolution timelines.
- The role requires strong organisational skills, clear communication, and a calm, methodical approach, particularly when handling urgent requests.
Key Responsibilities
- Receive, log, and categorise all maintenance requests (phone, email, app, walk-in) into the CMMS/CAFM system accurately and promptly.
- Prioritise and route work orders to the correct service team (HVAC, generator, electrical, plumbing, cleaning, landscaping, etc.) based on defined priority levels (P1–P4).
- Track work orders through to completion, following up with service teams to ensure response and resolution targets are met.
- Acknowledge all incoming requests within target timeframes and keep requesters informed of progress and expected resolution times.
- Escalate overdue, urgent (P1/P2), or unresolved work orders to the Facility Manager or relevant service lead promptly.
- Maintain accurate, up-to-date records in the CMMS, including asset data, work order history, and closure notes.
- Generate routine helpdesk performance reports (ticket volumes, response times, resolution rates) for the FM team.
- Support onboarding of new users to the CMMS/CAFM mobile app and provide basic first-line troubleshooting.
- Maintain a professional, courteous, and calm manner when handling all requests, including from stressed or frustrated requesters.
- Support the Facility Manager with general administrative tasks related to helpdesk and CMMS operations.
Requirements & Qualifications
- OND/HND or equivalent qualification in Business Administration, Facilities Management, IT, or a related discipline.
- Prior experience in a helpdesk, customer service, call centre, or administrative support role is an advantage; motivated candidates without direct FM experience will also be considered.
- Comfortable learning and working with a CMMS/CAFM system for logging, tracking, and reporting on work orders (full training provided).
- Strong organisational skills, with the ability to prioritise multiple requests accurately under time pressure.
- Excellent verbal and written communication skills.
- Good working knowledge of Microsoft Office (Excel, Outlook, Word) or equivalent tools.
- Calm, patient, and professional manner, particularly when handling urgent or escalated requests.
- Reliable and punctual, with strong attention to detail and accuracy in data entry.
Salary
N200,000 monthly.
