Job Overview

IFS is hiring a Helpdesk Officer in Surulere, Lagos to manage maintenance requests, CMMS/CAFM records and work-order tracking across facilities operations.

Helpdesk Officer – Facilities Management at IFS, Lagos

Job Type: Full Time
Location: Surulere, Lagos, Nigeria
Job Field: Customer Care, Success and Service
Qualification: OND/HND or equivalent
Experience: Not specified

International Facilities Services Limited (IFS) is seeking a Helpdesk Officer to manage maintenance requests and support the day-to-day operation of its Facilities Management helpdesk in Surulere, Lagos.

The position is responsible for receiving requests, recording them in the CMMS/CAFM system, assigning work orders to the appropriate service teams and following each request through to resolution.

Because the helpdesk acts as a central point of communication between building users and Facilities Management teams, the successful candidate will need to be organised, accurate and comfortable handling several requests at the same time.

About IFS

International Facilities Services Limited (IFS) is an international Facilities Management company operating across Nigeria, Ghana, South Africa and the Middle East.

The company provides facilities-related services to clients through teams responsible for different operational and technical areas.

What the Helpdesk Officer will do

The successful candidate will manage maintenance requests from the moment they are received until the relevant work has been completed and properly recorded.

Key responsibilities include:

• Receiving maintenance requests through phone, email, mobile applications and walk-in enquiries.
• Logging and accurately categorising requests in the CMMS/CAFM system.
• Assigning priority levels to requests according to established procedures.
• Routing work orders to the appropriate service teams, including HVAC, generators, electrical, plumbing, cleaning and landscaping.
• Tracking open work orders and following up with service teams to ensure requests are handled within agreed response and resolution times.
• Acknowledging incoming requests within the required timeframe.
• Keeping requesters informed about progress and expected resolution times.
• Escalating urgent or overdue requests, including P1 and P2 work orders, to the Facility Manager or relevant service lead.
• Maintaining accurate information in the CMMS, including asset records, work-order history and closure notes.
• Preparing routine helpdesk reports covering ticket volumes, response times and resolution rates.
• Supporting new users who need to learn how to use the CMMS/CAFM mobile application.
• Providing basic first-line troubleshooting for users of the helpdesk system.
• Supporting the Facility Manager with administrative activities related to helpdesk and CMMS operations.

Why accuracy matters in this role

The helpdesk serves as a central coordination point for maintenance activities. A request that is logged incorrectly or sent to the wrong service team can delay the response and affect the wider operation of a facility.

For that reason, the Helpdesk Officer needs to pay close attention to the details of each request, understand its priority and make sure it reaches the appropriate team.

The role also involves keeping users informed. Clear communication can make a significant difference when someone is waiting for a maintenance issue to be resolved.

Working with the Facilities Management teams

The Helpdesk Officer will coordinate requests involving several different service areas.

Depending on the nature of a request, this could include:

• HVAC services.
• Generator and power-related maintenance.
• Electrical work.
• Plumbing.
• Cleaning.
• Landscaping and grounds maintenance.
• Other Facilities Management services.

The officer does not necessarily carry out the technical repair personally. Instead, the position focuses on accurately recording the issue, directing it to the appropriate team, monitoring progress and ensuring that the work order is properly closed.

CMMS and CAFM responsibilities

The CMMS/CAFM platform will be an important part of the daily workflow.

The Helpdesk Officer will use the system to:

• Record maintenance requests.
• Categorise and prioritise work orders.
• Track open requests.
• Maintain asset and work-order information.
• Record resolution details.
• Monitor response and resolution performance.
• Prepare helpdesk reports.

Candidates who have not previously worked with a CMMS or CAFM system can still be considered, as the vacancy states that training will be provided.

Experience learning new software quickly and maintaining accurate digital records will therefore be useful.

Customer communication

Not every maintenance request will come from someone who is calm or patient. Some users may be frustrated because an issue is affecting their work or daily activities.

The Helpdesk Officer is expected to remain professional and courteous while gathering the necessary information, explaining the next steps and providing reasonable updates.

Strong communication skills are therefore just as important as accurate data entry.

Prioritising urgent requests

Maintenance requests do not all have the same level of urgency.

The helpdesk uses defined priority levels, including P1–P4, to help determine how requests should be handled.

The officer will need to recognise the appropriate priority, route the request correctly and escalate urgent or overdue work orders when necessary.

A calm and methodical approach is particularly important when several requests arrive at the same time.

Qualifications and skills

Applicants should have:

• OND, HND or an equivalent qualification in Business Administration, Facilities Management, Information Technology or a related discipline.
• Previous experience in helpdesk operations, customer service, call-centre work or administrative support is an advantage.
• Candidates without direct Facilities Management experience may also be considered.
• Willingness to learn and work with a CMMS/CAFM system.
• Strong organisational skills and the ability to prioritise multiple requests.
• Excellent verbal and written communication skills.
• Good working knowledge of Microsoft Office applications such as Excel, Outlook and Word, or equivalent productivity tools.
• A calm, patient and professional approach when handling urgent or escalated requests.
• Reliability and punctuality.
• Strong attention to detail and accuracy when entering information.

Who is likely to be a good fit?

This position could suit someone with experience in customer service, administration, call-centre operations or helpdesk support who wants to develop experience within Facilities Management.

It may also be suitable for a candidate with an OND or HND in a relevant field who is comfortable using computers, communicating with different people and learning new systems.

You do not need to be the person carrying out every technical repair. The key requirement is being able to understand maintenance requests, record them accurately, coordinate with the appropriate team and keep the process moving until the issue is resolved.

How to apply

Interested and qualified candidates should apply through the International Facilities Services Limited (IFS) recruitment platform.

When preparing your CV, highlight experience in customer service, helpdesk operations, administration, call-centre work, data entry or facilities coordination where applicable.

If you have used ticketing systems, CRM platforms, CMMS/CAFM software or similar tools, include that experience clearly. Familiarity with Microsoft Excel, Outlook and Word should also be mentioned.

There is no application deadline specified in the vacancy, so candidates should review the requirements and apply promptly.