HelpDesk Coordinator | Real Estate | AFET

Robinson & Co (Singapore) Pte Ltd; United Arab Emirates; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated service coordinator to manage their ticketing system and ensure effective service delivery. This role involves monitoring service requests, coordinating between clients and teams, and implementing process improvements. The ideal candidate will possess strong organizational skills, a customer-focused mindset, and a knack for innovative solutions. Join a forward-thinking company that values collaboration and excellence while contributing to impactful projects in the engineering and technology sectors.

Qualifications

• 3+ years in service coordination with ticketing system.
• Technical background in electronic security systems solutions.

Responsibilities

• Manage the ManageEngine Help Desk ticketing system for service requests.
• Generate performance and SLA compliance reports for clients.

Skills

Attention to Detail

Creativity

Adaptability

Customer Focus

Team Player

Innovative Thinking

Organizational Abilities

Education

Graduate in Electronics or Computer Engineering

Diploma in relevant field

Tools

ManageEngine Help Desk

Job description

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Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions: automotive, financial services, real estate, retail, and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia, and Africa. Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. The organization’s entrepreneurship and relentless customer focus enable it to grow and expand, responding to the changing needs of its customers within the societies in which it operates.

By upholding our values of respect, excellence, collaboration, and integrity, Al-Futtaim Group continues to enrich the lives and aspirations of our customers every day.

Overview of the role:

Manage the end-to-end ManageEngine Help Desk ticketing system for service requests, PPM tasks, AMC contracts, and change requests. Ensure effective coordination between clients and the service team to deliver services in line with agreed SLAs.

What you will do:

Ticket Management & Coordination:

• Monitor and manage incoming service tickets and requests within the ManageEngine platform.
• Ensure tickets are assigned, categorized, prioritized, and escalated as per SLA guidelines.
• Coordinate across team members to ensure timely resolution of tickets.

System Administration & Configuration:

• Configure and maintain the ManageEngine system (forms, workflows, user roles, custom fields, notifications).
• Implement customizations as required.

Process Improvement:

• Analyze ticket trends to identify recurring issues and suggest process or system improvements.

Reporting & Documentation:

• Generate regular and ad-hoc performance and SLA compliance reports for clients and management.
• Maintain documentation of system configurations, workflows, and procedures.

Training & Support:

• Provide system training and ongoing support to internal users.
• Act as a liaison between clients, field teams, and end users to facilitate smooth communication.

Required skills to be successful:

Attention to Detail: High accuracy in design work with meticulous attention to detail.

Creativity: Strong creative thinking with the ability to propose and execute innovative design solutions.

Adaptability: Ability to adapt to changing project requirements and feedback, showing flexibility in design approaches.

Customer Focus: Focused on understanding and addressing the needs of internal clients and stakeholders to ensure design solutions effectively support business objectives.

Team Player: Ability to work effectively within a team environment, supporting and collaborating with colleagues to achieve common goals and drive organizational success.

Innovative Thinking: A strong aptitude for innovation and a proactive approach to identifying and implementing improvement opportunities.

Organizational Abilities: Superior time management and organizational skills, with a proven ability to manage multiple priorities effectively.

What equips you for the role:

Education:

• Graduate in Electronics or Computer Engineering / Diploma

Minimum Requirements / Experience:

• 3 years in service coordination with ticketing system.

Job-Specific/Technical Skills required to complete the tasks:

• Minimum 3 years industry experience with authority regulation knowledge, technical background in electronic security systems solutions, and problem solving.

About Al-Futtaim Engineering & Technologies

Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.

The Engineering arm operates in the UAE, Qatar, Saudi Arabia, and Egypt, providing a wide variety of products and services including air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure, and Digital Transformation.

The Technologies division provides complete business solutions to large, medium, and small customers, including contact centre solutions, business applications, business intelligence, data management, and advanced analytics. The IT infrastructure portfolio includes IP telephony, ELV systems, networking solutions, professional audio-visual solutions, and managed services. These solutions are complemented by services such as project management, installation, testing, commissioning, and after-sales maintenance contracts.