Help Desk Agent

Khansaheb Group; Dubai; On-site; AED 201,000 - 268,000; Full time

Job summary

A leading facilities management company in Dubai seeks a Senior Coordinator to manage day-to-day activities and coordinate tradesmen. Ideal candidates should have 14+ years of experience in helpdesk roles and a strong FM service background. Fluency in Arabic and English is essential. This full-time role offers a dynamic working environment.

Qualifications

• 8 years of experience in the FM field.
• Minimum of 14 years’ experience in a helpdesk role.
• Good knowledge of all elements of FM services.
• Fluency in English and Arabic; additional language is a plus.

Responsibilities

• Coordinate and assist Tradesman/workers on site.
• Handle customer queries and concerns.
• Complete administration tasks related to contracts.
• Monitor Helpdesk work orders accurately.
• Liaise with Contract staff and subcontractors regarding service desk requirements and timely information returns.
• Work with Contract/Facilities Managers to enhance service quality and reporting processes.
• Monitor CAFM data to ensure helpdesk work orders are created, assigned, prioritized and categorized per KPI/SLA.

Skills

Fluency in English and Arabic

Communication skills

Customer service

Education

Graduate Diploma/ITI

Tools

MRI

Maximo

MS Dynamics

Job description

Dubai Career Level: Senior (5+ years of experience) Education: Diploma or Higher Education Full time 3 days ago

Positions: 1 No. of Application: 0

Job Views: 0

Role Purpose:

The job holder will be primarily responsible for coordinating & assisting Tradesman/workers for carrying out periodic site/maintenance work progress in all day-to-day activities, ensuring all technical works in accordance with specification and the project management manual. First line manager of staff from all disciplines employed on contracts

Key Task and Responsibilities:

• Provide a friendly and professional point of contact for customers for any queries or concerns.
• Handle incoming calls and manage outgoing calls as required.
• Liaise with wider team members to ensure the best resolution, consistent with the contract.
• Completing administration tasks that relate to the contact, including assigning contract colleagues and subcontractors to service requirement tasks, payroll, general admin etc.
• Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned in a timely manner. Respond to queries, amend data and re-issue tasks as required.
• Work closely with Contract/Facilities Managers to develop and enhance the quality of service and reporting processes.
• Carry out monitoring of CAFM (MRI /Maximo/MS Dynamics) data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's.

Experience, Knowledge and Skills:

• Graduate Diploma/ITI with 8 years’ Experience in the FM field.
• At least 14 years’ experience in a helpdesk role.
• Good Knowledge of all elements of FM services both Hard and Soft.
• Fluency in English and Arabic and additional Language is a plus.