Help Desk Analyst
ABM Industries, Detroit, MI, United States
Job Description
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.
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 applicant’s 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 ABM’s benefits, visit ABM Employee Benefits | Staff & Management.
Responsibilities Help Desk and Service Request Management
Receive and respond to incoming calls, emails, and service requests via Service Now related to facility issues.
Log and manage work orders in the facility management CMMS.
Accurately capture request details including location, issue description, priority, and requester information.
Assign or dispatch work orders to appropriate maintenance teams or vendors.
Monitor open requests and follow up to ensure timely resolution.
Once work orders are completed in the CMMS, close out service requests on Service Now.
Customer Service
Provide professional and courteous service to employees, visitors, and vendors.
Respond to inquiries related to facility services, maintenance requests, and building operations.
Provide status updates to requesters regarding work order progress and completion.
Escalate urgent issues or service disruptions to facilities management.
Coordination and Communication
Coordinate with maintenance teams, contractors, and facility managers to support service delivery.
Communicate high‑priority issues through designated site communication channels.
Assist with coordination of emergency service requests when required.
Recordkeeping and Reporting
Maintain accurate records of service requests and call center activity.
Track request volumes, response times, and resolution status.
Support preparation of call center performance reports and service metrics.
Administrative Support
Maintain call center procedures and documentation.
Assist with updating contact lists and escalation procedures.
Support operational changes or updates to call center systems and processes.
Qualifications
High school diploma or equivalent required; associate degree preferred.
1–3 years of experience in customer service, call center operations, or facilities coordination.
Experience with work order management systems (e.g., CMMS, CAFM, or ServiceNow).
Strong communication and customer service skills.
Excellent organizational and multitasking abilities.
Equal Employment Opportunity ABM is an Equal Employment Opportunity (EEO) employer that does not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local law, including disability and protected veteran status. 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.
Legal Compliance ABM participates in the U.S. Department of Homeland Security E‑Verify program.
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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 applicant’s 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 ABM’s benefits, visit ABM Employee Benefits | Staff & Management.
Responsibilities Help Desk and Service Request Management
Receive and respond to incoming calls, emails, and service requests via Service Now related to facility issues.
Log and manage work orders in the facility management CMMS.
Accurately capture request details including location, issue description, priority, and requester information.
Assign or dispatch work orders to appropriate maintenance teams or vendors.
Monitor open requests and follow up to ensure timely resolution.
Once work orders are completed in the CMMS, close out service requests on Service Now.
Customer Service
Provide professional and courteous service to employees, visitors, and vendors.
Respond to inquiries related to facility services, maintenance requests, and building operations.
Provide status updates to requesters regarding work order progress and completion.
Escalate urgent issues or service disruptions to facilities management.
Coordination and Communication
Coordinate with maintenance teams, contractors, and facility managers to support service delivery.
Communicate high‑priority issues through designated site communication channels.
Assist with coordination of emergency service requests when required.
Recordkeeping and Reporting
Maintain accurate records of service requests and call center activity.
Track request volumes, response times, and resolution status.
Support preparation of call center performance reports and service metrics.
Administrative Support
Maintain call center procedures and documentation.
Assist with updating contact lists and escalation procedures.
Support operational changes or updates to call center systems and processes.
Qualifications
High school diploma or equivalent required; associate degree preferred.
1–3 years of experience in customer service, call center operations, or facilities coordination.
Experience with work order management systems (e.g., CMMS, CAFM, or ServiceNow).
Strong communication and customer service skills.
Excellent organizational and multitasking abilities.
Equal Employment Opportunity ABM is an Equal Employment Opportunity (EEO) employer that does not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local law, including disability and protected veteran status. 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.
Legal Compliance ABM participates in the U.S. Department of Homeland Security E‑Verify program.
#J-18808-Ljbffr