Helpdesk Officer

About this role

Klinserv Nigeria is hiring a Helpdesk Officer to manage the facilities helpdesk and CMMS/CAFM system in Lagos. The role involves logging, prioritising and tracking maintenance requests from receipt to resolution, and ensuring accurate categorisation and routing to the appropriate service teams. It serves as the operational centre for the facilities management team, supporting onboarding of CMMS users and providing basic troubleshooting. The position requires strong organisation, clear communication and composure when handling urgent requests. Applicants should have an appropriate qualification and relevant administrative or helpdesk experience is advantageous.

What you would do

• Log and categorise all maintenance requests in the CMMS/CAFM system.
• Prioritise and route work orders to the correct service teams (e.g., HVAC, generator, electrical, plumbing, cleaning, landscaping).
• Escalate overdue or urgent work orders to the Facility Manager or service leads.
• Support the Facility Manager with general helpdesk and CMMS administrative tasks.
• Track work orders to completion and follow up with service teams to meet targets.
• Generate routine helpdesk performance reports (ticket volumes, response times, resolution rates).
• Maintain professional and courteous conduct when handling requests and keep requesters informed of progress and expected resolution times.
• Assist with onboarding new CMMS/CAFM users and provide basic first-line troubleshooting.
• Receive, log and categorise all maintenance requests from phone, email, app, and walk-in channels.
• Provide data entry accuracy and help keep asset data and work order history up to date.

What they are asking for

• Strong organisational skills and ability to prioritise multiple requests under time pressure.
• Good working knowledge of Microsoft Office (Excel, Outlook, Word) or equivalent.
• Calm, patient and professional manner, especially with urgent or escalated requests.
• Reliable and punctual with attention to detail and accuracy in data entry.
• Willingness to learn and work with a CMMS/CAFM system (training provided).
• OND/HDN or equivalent qualification in Business Administration, Facilities Management, IT or related field.
• Excellent verbal and written communication skills.
• Prior experience in a helpdesk, customer service, call centre or administrative support role is an advantage; FM experience not required.
• No specific age or gender requirement stated.

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