Job Description
Operations & Maintenance, Facility Management.
Technical Support and Issue Resolution:
- Helpdesk Support:
- Provide technical support to users experiencing issues with the CAFM system, including system login problems, data entry issues, or navigation challenges.
- Respond to inquiries via phone, email, or helpdesk software, resolving issues in a timely and efficient manner.
- Troubleshoot and resolve system-related issues to ensure that users can continue with their tasks without interruptions.
- Ticket Management:
- Log and track issues reported by users through the helpdesk ticketing system.
- Prioritize tickets based on urgency and impact on facility operations, ensuring that critical issues are addressed promptly.
- Follow up with users to ensure that their issues are resolved and that they are satisfied with the solution.
System Monitoring and Maintenance:
- System Functionality Monitoring:
- Monitor the performance of the CAFM system to identify potential issues or system failures.
- Ensure that all system functions are running smoothly, such as scheduling, asset tracking, work orders, and reporting.
- Alert the relevant team members if issues need escalation or if system downtime occurs.
- Data Entry and Updates:
- Assist in entering and updating facility management data, such as assets, maintenance schedules, and inventory, into the CAFM system.
- Ensure data accuracy and consistency to support effective decision-making and maintenance scheduling.
- Help with data migration when required, ensuring smooth transitions from one system version to another.
User Training and Assistance:
- User Assistance:
- Assist new users in understanding the basic functions and features of the CAFM system.
- Provide guidance on how to create work orders, track assets, and run reports within the system.
- Offer ongoing support to existing users to improve their proficiency and address any system-related questions.
- Training Sessions:
- Assist in organizing and conducting basic training sessions for new users of the CAFM system.
- Develop and update user guides and FAQs to ensure users have access to helpful resources.
- Address common system usage issues through clear communication and training materials.
Collaboration and Reporting:
- Collaboration with IT and Facilities Teams:
- Work closely with IT and Facilities Management teams to resolve complex technical issues or system upgrades.
- Provide feedback to the technical team regarding recurring system problems or user concerns that could be addressed through software improvements.
- Assist with system updates, patches, or new feature implementations by testing and ensuring compatibility with current operations.
- Reporting and Analytics:
- Help generate reports from the CAFM system to support facilities management activities, including maintenance performance, asset utilization, and operational efficiency.
- Provide periodic system usage reports to management and identify areas for improvement in system usage or training.
Process Improvement:
- Continuous Improvement:
- Identify areas where the CAFM system or support processes can be improved to enhance user experience and operational efficiency.
- Provide suggestions for new features or functionalities that could improve the overall effectiveness of the CAFM system.
Skills
Education and Experience:
- Bachelor’s Degree in Information Technology, Facilities Management, or a related field (preferred).
- Relevant Certifications in CAFM systems, IT support, or Facilities Management (preferred).
- Experience with CAFM software or similar systems (e.g., Archibus, Planon, Maximo, or FM:Systems).
5+ experience
Skills:
- Technical Support: Ability to troubleshoot and resolve technical issues related to software systems and hardware.
- Communication: Excellent written and verbal communication skills to interact effectively with users and technical teams.
- Problem-Solving: Strong analytical and problem-solving skills to address user issues and system malfunctions.
- Customer Service: A customer-focused mindset with the ability to handle user inquiries and resolve complaints efficiently.
- Attention to Detail: High level of accuracy when entering data and managing system records.
- Time Management: Ability to prioritize tasks effectively and manage time in a fast-paced environment.
Technical Skills:
- Familiarity with CAFM software tools and their functionalities.
- Basic knowledge of database management and data entry.
- Familiar with troubleshooting software issues, system performance monitoring, and issue escalation procedures.
- Proficient in using helpdesk software and ticketing systems (e.g., ServiceNow, Zendesk).
