Helpdesk Administrator
Helpdesk Administrator – Property Management Division
Employer: The Focus Group
Location: Johannesburg, Gauteng
Job Type: Full-time
About the Role
The Focus Group is seeking a Helpdesk Administrator to join our Property Management Division in Johannesburg. The ideal candidate will coordinate and manage all facilities-related service requests, ensuring efficient task allocation, documentation, communication, and compliance with company standards and service level agreements (SLAs).
Key Responsibilities
Helpdesk Operations
- Receive, log, and track all facilities-related service requests via email, WhatsApp, or phone.
- Capture requests accurately and promptly into the MyBuildings system.
- Create and process quote requests based on pre-approved budgets.
- Monitor open requests, ensuring timely resolution and customer satisfaction.
Task Allocation & Scheduling
- Assign tasks to facilities team members or contractors.
- Develop and manage daily, weekly, and monthly maintenance schedules.
- Track task progress and ensure checklist compliance.
- Escalate unresolved or overdue tasks to the Facilities Operations Manager.
Communication & Coordination
- Serve as the main contact between JSE staff and the Facilities Management (FM) team.
- Provide updates to internal and external stakeholders.
- Coordinate with service providers and communicate planned maintenance or service disruptions.
Documentation & Reporting
- Maintain up-to-date records of service requests, assignments, and resolutions.
- Generate periodic performance reports, identifying trends and contractor response times.
- Support budgeting, forecasting, and compliance reporting.
Systems & Process Management
- Maintain and update data in the MyBuildings system.
- Identify areas for process improvement and assist with implementation.
- Support onboarding and training of new FM team members and suppliers.
Compliance & Quality Control
- Ensure all activities adhere to company policies, safety standards, and SLAs.
- Conduct quality checks on service delivery and escalate issues when necessary.
- Support internal audits and contribute to continuous improvement initiatives.
Candidate Profile
The ideal candidate is organized, detail-oriented, and customer-focused, with strong communication and problem-solving skills. They should thrive under pressure and be able to manage multiple priorities efficiently.
Skills & Competencies
- Excellent written and verbal communication.
- Strong problem-solving and troubleshooting ability.
- Reliable and deadline-driven.
- Confidential, professional, and customer-oriented.
- Proficient in Microsoft Office and facilities management systems.
- Accurate in data entry and report preparation.
- Able to adapt to changing priorities and collaborate within a team.
Qualifications & Experience
- Education: Matric (Grade 12) required.
- Experience: 1–3 years’ experience in a property management or facilities management environment.
- Technical Skills: Strong computer literacy and proficiency with Microsoft Office and relevant systems/software.