Computerized Maintenance Management System (CMMS) Administrator at a Facility Management Company - Khadasha Innovations Africa

Khadasha Innovations Africa - Our client is a Facility Management Company committed to excellence in operational efficiency, maintenance innovation, and client satisfaction. They are known for leveraging advanced technology systems, such as to deliver high-quality maintenance and support services across diverse industries. They foster a culture of teamwork, continuous improvement, and professional growth, ensuring that every team member’s contribution leads to the overall succes of our clients and partners.

As they expand their digital maintenance solutions, they are seeking motivated individuals to join their team and help them achieve new standards in service delivery in the capacity below:

Job Title: Computerized Maintenance Management System (CMMS) Administrator

Location: Gbagada, Lagos
Employment Type: Full-time

Roles & Responsibilities

• To provide frontline customer engagement and efficient handling of tickets and complaints for our CMMS system, ensuring users feel supported and the help desk operates seamlessly.

Ticket & Complaint Logging, Classification, and Basic Troubleshooting (40%):

• Accurately receive, log, and classify tickets and complaints across various channels (phone, email, system).
• Conduct basic troubleshooting to resolve common user issues independently.
• Escalate complex or unresolved issues to senior support or technical teams promptly.
• Prioritize tickets based on urgency and impact to ensure critical issues receive immediate attention.
• Monitor ticket backlog and assist in coordinating with teams to maintain optimal resolution times.

User Communication and Status Updates (25%):

• Engage proactively with users to clarify ticket details and gather necessary additional information.
• Provide timely and clear status updates to users regarding the progress of their issues.
• Manage user expectations regarding resolution timelines and follow through by providing feedback after resolution.
• Facilitate user satisfaction by ensuring communication remains professional, empathetic, and solution focused.
• Assist in preparing communication templates and FAQs to enhance user self-service options.

Ticket Tracking and Follow-up (15%):

• Monitor the ticketing system in real-time to identify pending, overdue, or stalled tickets.
• Follow up internally with assigned teams and escalate overdue issues to management when necessary.
• Verify that ticket resolutions meet quality standards before closure.
• Contribute to continuous improvement by feeding back common causes of delays or bottlenecks.

Documentation and Reporting (10%):

• Maintain detailed, organized records of user interactions, recurring issues, and ticket resolutions for audit and reference.
• Assist in compiling weekly or monthly summary reports on help desk performance metrics.
• Support the identification and documentation of procedural gaps to drive improvements in service delivery.
• Help update user manuals and training materials based on common issues encountered.

Team Support & Administration (10%):

• Assist with onboarding and training new help desk team members, including sharing best practices for ticket handling.
• Participate in team meetings and brainstorming sessions to enhance help desk workflows and user satisfaction.
• Support administrative tasks such as scheduling, data entry, and maintaining help desk knowledge base.
• Contribute to internal projects aimed at streamlining help desk operations or improving customer experience.

Ideal Candidate Profile

• Recently graduated fromBusiness Administration, Communications, IT, or a relatedfield or NYSC Corp member looking for placement
• 6-12 months’ experience incustomer service, help desk, or any client-facing role.
• Excellentcommunicationskills, bothwritten and oral.
• Patient, detail-oriented, andeager to learn.
• Comfortablewith multitasking andprioritizing withina dynamic, service-oriented environment.
• Exposure to ticketing systems or complaint resolution processes is an advantage

Skills:

• Strong verbal and written communication skills.
• Customer-oriented mindset with patience and empathy.
• Basic troubleshooting and problem-solving abilities.
• Ability to handle multiple queries professionally and simultaneously.
• Good organizational and record-keeping skills.
• Comfortable using Microsoft Office Suite and/or help desk software.

Personal Attributes:

• Proactive and eager to learn.
• Detail-oriented and able to follow procedures.
• Team player with ability to escalate issues confidently.

Application Closing Date
17th September, 2025.

How to Apply
Interested and qualified candidates should
Click here to apply online