Help Desk Officer - Abu Dhabi

Wasael Property Management; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Wasael Property Management is seeking a Helpdesk/Facilities Coordinator to serve as the first point of contact for airport facilities-related issues, coordinating with operations, facilities management, and service providers. You will manage incoming calls, emails, and tickets, verify client information in Maximo or a similar system, provide accurate solutions, and escalate complex issues as required.

Responsibilities also include monitoring work orders, supporting emergency response during

Qualifications

• Bachelor’s degree preferred in Business/Operations or related field.
• Minimum 2 years’ experience in helpdesk, customer service, or facilities management.
• Knowledge of FM operations, asset lifecycle planning, and contract management.
• Proficiency in Maximo or similar FM software.

Responsibilities

• Act as liaison between airport operations, facilities management, and service providers.
• Manage incoming calls, emails, and tickets; verify client information and log in Maximo or similar systems.
• Provide accurate, timely information and solutions; elevate complex issues as required.
• Monitor, follow up, and report on service requests and work orders.
• Support emergency response and coordinate FM activities during incidents.
• Generate daily/shift reports and recommend process improvements.
• Train users on helpdesk systems and maintain accurate records.
• Ensure excellent customer service and promote a safety-first culture.

Skills

Clear communication

Customer service

Decision making

Problem solving

High call volumes

Teamwork and integrity

Education

Bachelor’s degree in Business/Operations

Tools

Maximo

Job description

Job Purpose

Serve as the first point of contact for facilities-related issues at the airport, ensuring timely coordination, resolution of service requests, and compliance with safety and operational standards.

Key Responsibilities

• Act as liaison between airport operations, facilities management, and service providers.
• Manage incoming calls, emails, and tickets; verify client information and log in Maximo or similar systems.
• Provide accurate, timely information and solutions; elevate complex issues as required.
• Monitor, follow up, and report on service requests and work orders.
• Support emergency response and coordinate FM activities during incidents.
• Generate daily/shift reports and recommend process improvements.
• Train users on helpdesk systems and maintain accurate records.
• Ensure excellent customer service and promote a safety-first culture.

Qualifications

• Bachelor’s degree in Business, Operations, or related field (preferred).
• Minimum 2 years’ experience in helpdesk, customer service, or facilities management.
• Knowledge of FM operations, asset lifecycle planning, and contract management.
• Proficiency in Maximo or similar FM software.

Skills & Competencies

• Strong communication and customer service skills.
• Decision-making and problem-solving in high-pressure environments.
• Ability to manage high call/email volumes efficiently.
• Flexible to work rotating shifts (24/7/365).
• Teamwork, attention to detail, adaptability, and integrity.

Performance Indicators

• Achievement of service KPIs and response times.
• Accurate logging and reporting of requests.
• High asset/system availability.
• Continuous improvement of helpdesk functions.