Facilities Coordinator

**Facilities Coordinator (Helpdesk Support)**

**Job ID**
- 202622

**Posted**
- 27-Jan-2025

**Service line**
- GWS Segment

**Role type**
- Full-time

**Areas of Interest**

Administrative, Customer Service, Facilities Management

**Location(s)**

Singapore - Singapore

**JOB SUMMARY**

The purpose of this position is to support workplace requests received by client representatives. The role will oversee the end-to-end reactive maintenance request process ensuring clear communication, timely response to issues and overall driving client satisfaction. The role will support the facility management team to ensure the successful competition of client facility needs.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

Has a comprehensive knowledge of Client Sites including owning up to date site stacking plans and floor plans inclusive of business unit neighborhoods and locations
- Completes daily site walks to identify maintenance requirements and ensure professional and safe presentation of the workplace
- Manages incoming Helpdesk enquiries between 8am - 6pm daily including;
- Entering request details into the CMMS platform, capturing critical information such as request type, urgency of request, any HSE risk associated with the request and priority in line with the contract priority matrix
- Produces Work Order and allocates work to appropriate Business Unit
- Provides interim updates to requesters keeping them informed of the status of their request Receives all Completed Work Orders by updating the CMMS with any work order notes and sending Completion communication to the requester
- Manages Helpdesk Reporting:

- Reviews PowerBI report daily to ensure category verification is correct and any exceptions are reviewed and updated accordingly
- Exports PowerBI report daily to understand any backlog or aged tickets which require follow up / support from management for completion
- Reviews incoming work requests to identify duplicate tickets or out of scope tickets Supports Monthly Client Presentation and Assurance Reporting by preparing Helpdesk reports outlining performance against SLAs, exception requests and any trends or insights base on request behaviour
- Organises Maintenance Schedule by:

- Prepare daily Work Order list outlining all current and open tickets for Technician and Handyman BUs to complete
- Prioritises tasks based on due date, urgency and customer experience
- Manages Vendor works as requested by:

- Preparing quotes for reactive vendor works
- Preparing Purchase Order to engage Vendors for reactive works
- Schedules Vendor Site attendance and site access / escort as required
- Collects Service Report and any documentation relating to works
- Trains vendors on work order and billing procedures. Processes invoices and ensures proper cost center coding
- Manages Customer and Client Communication with a high level of professionalism, comprehension of facilities needs and emotional intelligence by:

- Interpreting Clients needs for all incoming workplace requests
- Seeking to understand details of request which will assist in the work being completed without burdening or bothering the requester
- Amending communication templates to ensure these are relevant and appropriate for the incoming request
- Responds to client inquires and concerns in a timely manner
- Communicates clearly on deadlines and any impact to planned works
- Is empathetic of inconvenience or impact to the employee for any Facilities WorksEnsures quality of work by completing inspection of works performed by Business Unit from time to time where applicable
- Maintains files on work orders, proposals, and department files in an organised and professional manner.
- Assist with process and procedure training.
- Other duties may be assigned.

**SUPERVISORY RESPONSIBILITIES**

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**EDUCATION and EXPERIENCE**

High school diploma or general education degree (GED) required. Minimum of two years of related experience and/or training specifically within a commercial workplace / Facilities Management role.

**CERTIFICATES and/or LICENSES**

Facilities Management certification desirable but not essential.

**COMMUNICATION SKILLS**

Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence.

Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.

**FINANCIAL KNOWLEDGE**

Requires basic knowledge of financial terms and principles. Ability to