CAFM Operator
Job Title: CAFM Operator / Help Desk Coordinator
Department: Operations / FM Help Desk
Reports To: CAFM Manager / Operations Supervisor
Overall Purpose:
To operate and maintain the Computer-Aided Facility Management (CAFM) system as the central hub for all maintenance and service requests. Responsible for logging, prioritizing, assigning, tracking, and closing out work orders to ensure efficient service delivery.
Key Responsibilities:
- Help Desk First Point of Contact: Receive all service requests via phone, email, or web portal. Log detailed information into the CAFM system accurately.
- Work Order Management: Create, prioritize, categorize (P1, P2, etc.), and assign work orders to the appropriate technicians or teams based on trade, location, and urgency.
- Communication Hub: Liaise between the client/requester and the technical teams. Provide updates on request status and escalate urgent or critical issues to supervisors.
- Scheduling Support: Assist supervisors in scheduling planned preventive maintenance (PPM) tasks and resource allocation within the CAFM system.
- Data Integrity: Ensure all data entered into the CAFM system is accurate, including asset information, labor hours, parts used, and closure notes.
- Reporting: Run standard reports from the CAFM system on request status, backlog, technician productivity, and key performance indicators (KPIs).
- System Maintenance: Perform basic administrative tasks within the CAFM system, such as updating user details and asset registers as directed.
Qualifications & Skills:
- High school diploma. Certification in CAFM software or FM is advantageous.
- Prior experience in a help desk, coordination, or dispatch role, preferably within facilities management.
- Proficiency in using CAFM/IWMS software (e.g., Maximo, Planon, Corrigo, FSI Concept).
- Excellent customer service and communication skills.
- Strong administrative and multitasking abilities in a fast-paced environment.
- Basic understanding of maintenance terminology and workflows.
