Accountabilities & Key Roles:
- Participate in developing procedures & standards related help desk and assets, services.
- Manage users accounts and permissions
- Monitor, supervise space management, location identification, signages and life cycles
- Supervising on providing highest levels of system reports services.
- Supervise the performance and service levels of the facilities management services
- Perform, receive, monitor and transfer local and international calls as per P&Ps
- Act as the first point of contact for service requests
- Receive & log service requests via calls, e-mails, CAFM
- Classify, prioritize & assign work orders to the designated depts
- Track requests status & ensure timely closure
- Guide the customer through the problem-solving process and provide continued feedback.
- Monitor, record requests, SLAs, and WOs, their action and resolution in high quality logs, reports, and dashboards to ensure data analysis processes.
- Follow-up and update customer status and information.
- Identify and suggest possible improvements on procedures, technology and artificial intelligence initiatives.
- Responsible for the administration and operation of the Computer Aided Facilities Management (CAFM) system.
- Resolve queries and requests for information and advice, in relation to the CAFM system, and escalate more specialist and complex queries or issues to related team members.
- Prepare WOs, customer satisfaction surveys, assets, and performance reports (daily, weekly, monthly, etc..
Job Requirements
Education:
- Bachelor degree in any related field such as IT, computer science, engineering, FM
Experience:
- 5+ years with a large facility management companies, help desk, technical support or customer services.
- CAFM/CMMS systems
Competencies:
- Excellent in English and Arabic.
- Established interpersonal skills.
- Excellent communication & reporting skills.
- Proven experience as a help desk or other customer support role.
- Strong analytical & problem-solving skills
- High attention to details & data accuracy
- Coordination & organizational skills
- Professional in Microsoft Office
- CAFM and Assets Management software
- Helpdesk systems
