Helpdesk Coordinator

Role Purpose

Single point of contact for logging, tracking, and closing all facility service requests and incidents raised by occupants, customers, and internal teams. Ensures timely dispatch, follow-up, and escalation of tickets across electrical, mechanical, BMS, and soft-services domains.

Key Responsibilities

• Log all incoming requests/complaints (call, email, ticketing tool) accurately and promptly
• Assign tickets to the relevant shift engineer or team based on nature and priority
• Track ticket status end-to-end; follow up with assigned teams until closure
• Escalate unresolved or SLA-breaching tickets per the defined escalation matrix
• Maintain daily/weekly/monthly helpdesk logs and status reports for management review
• Coordinate with Shift Electrical, HVAC, BMS, and Field Support teams for real-time updates
• Support audit readiness by maintaining complete, time-stamped ticket history
• Assist in root-cause tracking by linking recurring complaints to incident/problem tickets
• Communicate professionally with internal and external customers on request status
• Support onboarding of new occupants/visitors with site access and service information
  
  

Requirements

• Graduate in any discipline; prior helpdesk/customer service experience preferred
• 2–4 years' experience in a facility helpdesk, call center, or service desk role, ideally in a data center or critical facility environment
• Working knowledge of CMMS/ticketing tools (e.g., ServiceNow or equivalent)
• Clear verbal and written communication skills
• Strong follow-up discipline and multitasking ability under pressure
• Basic understanding of data center infrastructure terminology (power, cooling, BMS) preferred
• Proficiency in MS Office (Excel, Powerpoint)