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 Title: HelpDesk Officer
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.
Application Closing Date
17th
September, 2026.
How to Apply
Interested
and qualified candidates should:
Click here to apply online
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