Helpdesk Admin PlanOn Planner

Position Overview

The Helpdesk/Admin (CMMS) provides frontline technical support and administrative oversight for the organization's Computerized Maintenance Management System. This role serves as the primary point of contact for CMMS users, ensuring system functionality, data integrity, and optimal user experience while supporting facility management and maintenance operations.

Key Responsibilities

CMMS Administration and Support

The Helpdesk/Admin maintains day-to-day CMMS operations by managing user accounts, permissions, and access levels across the platform. This includes configuring system settings, customizing workflows to align with operational requirements, and ensuring the system runs efficiently. Regular database maintenance tasks such as data cleanup, validation, and optimization are performed to maintain system performance and reliability.

Technical Support and Training

Serving as the first point of contact for CMMS users, this role responds to helpdesk tickets, troubleshoots technical issues, and provides timely resolutions to system-related problems. The position involves training new users on CMMS functionality, developing user guides and documentation, and conducting refresher sessions to ensure all users can effectively utilize system features. The Helpdesk/Admin escalates complex technical issues to vendors or IT teams when necessary while maintaining clear communication with stakeholders throughout the resolution process.

Data Management and Reporting

Accuracy and completeness of maintenance data within the CMMS is critical. This role enters and validates work orders, asset records, preventive maintenance schedules, and inventory information. Regular reports are generated to support management decision-making, including work order completion rates, asset performance metrics, maintenance costs, and system utilization statistics. The Helpdesk/Admin also monitors key performance indicators to identify trends and opportunities for operational improvement.

System Integration and Improvement

Working collaboratively with maintenance teams, facilities management, and IT departments, the Helpdesk/Admin ensures seamless integration between the CMMS and other business systems. This includes coordinating with vendors for system updates, patches, and enhancements, as well as identifying opportunities to streamline processes and improve system functionality based on user feedback and operational needs.

Job Purpose

The Planon Planner plans and schedules maintenance work in Planon and reports how well equipment and the maintenance program are performing. The role monitors equipment uptime and downtime, preventive maintenance (PM) compliance, and the balance of proactive, corrective and reactive work. Its output helps management reduce unplanned downtime and decide where to act.

Key responsibilities

Maintenance planning and scheduling

• Create, schedule and assign work orders in Planon for preventive, corrective and proactive maintenance.
• Prepare weekly and monthly maintenance schedules, and coordinate equipment access with operations.
• Check that labor, spare parts, tools and work instructions are available before work is released.
• Maintain the backlog and prioritize it with maintenance supervisors.
  
  

Equipment uptime and downtime monitoring

• Record and validate equipment uptime, downtime and failure events.
• Classify downtime as planned or unplanned, with cause and affected equipment.
• Identify critical equipment, repeat failures and the largest sources of lost time.
• Calculate availability, mean time between failures (MTBF) and mean time to repair (MTTR).
  
  

PM compliance

• Maintain PM schedules, frequencies and task lists in Planon.
• Track PMs due, completed, overdue and missed, and escalate overdue PMs on critical equipment.
• Recommend PM changes based on failure history, with approval from the Maintenance Manager.
  
  

Corrective, proactive and reactive maintenance monitoring

• Track open, completed and overdue corrective work orders, including those raised from PM findings.
• Monitor reactive or breakdown work and its share of total maintenance work.
• Track proactive work, including condition-based tasks and actions from root cause analysis.
• Follow up on recurring problems and support root cause analysis.
  
  

OEM and third-party vendor coordination

• Coordinate with OEMs and third-party vendors on scheduled service visits, repairs, inspections and technical support.
• Schedule vendor work in Planon and arrange site access, equipment availability and work permits with the concerned teams.
• Track vendor work against the agreed scope, and follow up on quotations, parts lead times and open service issues.
• Collect service reports and certificates, and record findings, downtime and completed work in Planon.
  
  

Temporary manning of the Fire Command Center

• Temporarily man the Fire Command Center when assigned, and act as responder for fire alarms and false alarms.
• Operate the Fire Detection and Alarm System (FDAS) panel, and identify the alarm type and affected zone or device.
• Notify the fire safety team, security and building management, and support verification of the alarm following site emergency procedures.
• Silence or reset the FDAS panel only after the alarm is verified and clearance is given by the authorized person.
• Log each alarm event, including time, location, cause, action taken and reset time, and raise a work order for faulty devices.
• Report repeat or false alarms for follow-up with the FDAS vendor or maintenance team.
  
  

Reporting

• Issue daily, weekly and monthly reports on the KPIs below.
• Prepare dashboards and trend analysis for management, with clear findings and recommended actions.
• Present maintenance performance at review meetings.
  
  

Planon data management

• Keep asset records, hierarchies, codes and PM plans accurate and up to date.
• Review closed work orders for complete details on labor, parts, failure cause and downtime.
• Train and support users on correct work order entry in Planon.
  
  

Qualifications And Competencies

Education and experience

• Bachelor's degree in mechanical, electrical, industrial or a related engineering field, or an equivalent technical qualification.
• At least 3 years of experience in maintenance planning, scheduling or reporting.
• Hands-on experience with Planon; experience with a similar CMMS may be considered.

• Technical skills
• Working knowledge of preventive, corrective, proactive and reactive maintenance practices.
• Strong Excel skills, including pivot tables and charts; Power BI or a similar tool is an advantage.
• Ability to calculate and interpret maintenance KPIs such as availability, MTBF and MTTR.
• Familiarity with root cause analysis and equipment criticality assessment.
• Core competencies
• Accurate and disciplined with data.
• Organized, and able to adjust schedules when priorities change.
• Clear written and verbal communicator with technicians and management.
• Analytical, with a practical focus on solving recurring problems.
• Able to follow up with teams and escalate issues on time.