Helpdesk Admin

Job Description – Helpdesk Admin

About the Role:

The Helpdesk & Security Admin provides essential operational support to ensure seamless workplace operations and an exceptional visitor experience. Reporting to the Workplace Experience Manager, this role combines frontline helpdesk services with security administration responsibilities.

In the helpdesk capacity, you'll manage call logging operations by receiving and documenting service requests with complete details, assigning unique tracking numbers, categorizing issues by nature and urgency, and routing them to the appropriate facilities teams for resolution.

On the security administration side, you'll support the client security team by processing security access requests, managing the issuance and retrieval of employee access badges, and coordinating visitor security clearance with relevant departments.

Success in this role requires strong communication and coordination skills across multiple departments and teams to ensure all assigned duties are completed accurately, to a high standard, and within required timeframes.

Responsibilities:

Helpdesk Operations (60%)

• Serve as the primary point of contact for all workplace service requests via phone, email, and in-person inquiries
• Log all service requests accurately with complete details including requestor information, issue description, location, and urgency level
• Assign unique tracking numbers to each request for efficient monitoring and follow-up
• Categorize and prioritize requests based on nature, severity, and impact on business operations
• Monitor ticket status and provide proactive updates to requestors on resolution progress
• Follow up on outstanding requests to ensure timely closure and client satisfaction
• Maintain detailed records of all service requests in the helpdesk management system
• Generate regular reports on ticket volume, response times, resolution rates, and recurring issues
  
  

Security Administration (40%)

• Process employee security access requests in accordance with client company policies and requirements
• Issue new employee access badges, including photo capture, card programming, and system registration
• Retrieve and deactivate access badges from departing employees or contractors
• Maintain accurate records of all badge issuances, retrievals, and access level changes
• Coordinate visitor security clearance requests with HR, Security, and relevant departments
• Pre-register expected visitors and prepare temporary access credentials in advance
• Monitor visitor logs and ensure all visitors are properly signed in and out
• Coordinate with building security teams on access issues, security incidents, and emergency procedures
• Maintain organized filing systems for service records, security documentation, and compliance logs
• Assist with workplace events by managing security access requirements and visitor logistics
  
  

Requirements:

• Nitec/Higher/Nitec/Diploma in Hotel & Hospitality Management, Facilities Management, or an equivalent field of study required
• Minimum 2+ years of experience in office coordination, helpdesk, administration, facilities, or workplace operations.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Experience with helpdesk ticketing systems (ServiceNow, Jira Service Desk, or similar)
• Familiarity with access control systems and visitor management software
• Problem-solving mindset with ability to think critically under pressure
• Ability to maintain confidentiality and handle sensitive information appropriately
• Strong interpersonal skills for effective collaboration across departments
• Adaptability and flexibility in a fast-paced, dynamic environment
• Proactive attitude with ability to anticipate needs and take initiative