Helpdesk Operator at AtkinsRéalis

AtkinsRéalis Group; Jeddah; On-site; SAR 89,000 - 134,000; Full time

Job summary

AtkinsRéalis Group is seeking a CAFM operative to provide a dedicated helpdesk function, support CAFM system operations, and assist the wider operations team on a shift basis, including weekends and nights. You will work with the Wave1 project team to meet KPIs and maintain strong client relations.

The role requires a Saudi national with solid English communication skills and experience in facility management or CAFM software, plus flexibility to adapt to evolving duties under ISO/IMS guidelines.

Qualifications

• 2+ years in a call center/helpdesk role.
• Strong interpersonal skills, initiative, and analytical thinking.
• Excellent command of spoken and written English.
• Experience with Facility Management; CAFM experience preferred.
• Saudi national.
• Willingness to work flexible hours, including weekends and nights.

Responsibilities

• Provide a helpdesk function to deliver managing agent services to the Wave1 project on a shift basis (weekends/nights possible).
• Assist operations team in daily CAFM system operations.
• Produce reports to meet performance levels with helpdesk supervisor.
• Support EHS activities and IMS policies and procedures.
• Ensure client issues are professionally resolved and meet KPIs.
• Understand programs, systems, and procedures; training will be provided.
• Provide prompt, accurate information to customer inquiries.

Skills

Interpersonal skills

Initiative

Analytical thinking

English proficiency

MS Office

CAFM/Facility Management

Call center/helpdesk experience

Saudi national

Tools

MS Office

CAFM software

Web technologies

Job description

Job Description

Reporting directly to the Tatweer Schools PPP Wave CAFM & IT Manager & Helpdesk Supervisor, the CAFM operative will be responsible for the following:

• - Provide a helpdesk function to deliver related managing agent services to the Wave1 project work on a shift basis which could include weekend and night working
• - Assist the operations team in the daily operations of the CAFM system
• In conjunction with the helpdesk supervisor, produce reports to performance levels
• Support the implementation of Environmental Health and Safety (EHS) related activities and programs in accordance with company ISO accreditation and IMS policies and procedures
• Ensure client issues are professionally resolved
• To meet or exceed Targets and KPI requirements set by senior management from time to time
• Understand all programs, systems, and procedures necessary to perform the role effectively (Training will be provided)
• Provide prompt resolution to customer inquiries by providing appropriate and accurate information

Accountabilities

• - Establish and maintain good working relationships and lines of communication with peers, client and supply chain representatives
• - Good communication with the FM staff, vendors and supply chain from a helpdesk perspective
• - Perform emergency support duty, if required
• - Accurate capture and inputting of all required information
• - Close relations with coordinators to ensure operational effectiveness

Skills Job Requirements

• - Minimum 2 years working experience in a call center/helpdesk type role preferred
• - Strong Interpersonal skills, initiative, analytical thinking.
• - Perfect command of spoken and written English
• - Must have experience working with Facility Management Background. CAFM experience is preferred.
• - Must be Saudi national
• - The person appointed will be expected to work flexibly and the exact nature of the duties described above is subject to periodic review and is liable to change.
• - Excellent computer skills, knowledge of web/internet technologies and MS Office