Job Title

Overview The Help Desk Analyst serves as the primary point of contact for facility service requests, inquiries, and issue reporting. This role is responsible for receiving and logging service requests, dispatching work orders, coordinating with facilities teams, and ensuring timely communication with building occupants and stakeholders. The position supports the efficient operation of facilities services by ensuring requests are accurately documented, prioritized, and routed to the appropriate ABM manager or technician. Compensation: $50,000 - $60,000 annual salary (US Dollars) The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicantu2019s education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program. Benefits: ABM offers a comprehensive benefits package. For information about ABMu2019s benefits, visit ABM Employee Benefits Staff & Management (Flyer - Staff & Mgmt.pdf) Responsibilities Help Desk and Service Request Management u00b7 Receive and respond to incoming calls, emails, and service requests via Service Now related to facility issues. u00b7 Log and manage work orders in the facility management CMMS u00b7 Accurately capture request details including location, issue description, priority, and requester information. u00b7 Assign or dispatch work orders to appropriate maintenance teams or vendors. u00b7 Monitor open requests and follow up to ensure timely resolution. u00b7 Once work orders are completed in the CMMS, close out service requests on Service Now Customer Service u00b7 Provide professional and courteous service to employees, visitors, and vendors. u00b7 Respond to inquiries related to facility services, maintenance requests, and building operations. u00b7 Provide status updates to requesters regarding work order progress and completion. u00b7 Escalate urgent issues or service disruptions to facilities management. Coordination and Communication u00b7 Coordinate with maintenance teams, contractors, and facility managers to support service delivery. u00b7 Communicate high-priority issues through designated site communication channels. u00b7 Assist with coordination of emergency service requests when required. Recordkeeping and Reporting u00b7 Maintain accurate records of service requests and call center activity. u00b7 Track request volumes, response times, and resolution status. u00b7 Support preparation of call center performance reports and service metrics. Administrative Support u00b7 Maintain call center procedures and documentation. u00b7 Assist with updating contact lists and escalation procedures. u00b7 Support operational changes or updates to call center systems and processes. Qualifications u00b7 High school diploma or equivalent required; associate degree preferred. u00b7 1u20133 years of experience in customer service, call center operations, or facilities coordination. u00b7 Experience with work order management systems (e.g., CMMS, CAFM, or ServiceNow). u00b7 Strong communication and customer service skills. u00b7 Excellent organizational and multitasking abilities. REQNUMBER: 149536ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.