Help Desk Officer

<div><h3>Overview</h3><p><b>Job Purpose</b>: Help Desk Officer provides the point of contact, and coordination of response for facilities related faults to the Airport’s facilities.</p><h3>Responsibilities</h3><ul><li>Coordination point between airport operations and FM maintenance and service providers</li><li>Obtain client information by answering telephone calls, emails, and tickets; verifying information</li><li>Provide accurate, valid and complete information by using the right methods/tools</li><li>Follow up on the timely and efficient service provided in accordance with the agreed Standard Operating Procedures as well as safety and security standards set by Company</li><li>Respond to airport emergencies and coordinate FM emergency activities</li><li>Adhere to all company and client policies and procedures</li><li>Promote a zero injury safety culture across facilities and the Facility Management community</li><li>Promote the Facility Manager and Company in a positive manner at all times – everyone is a customer</li><li>Coordinate with internal and external stakeholders to minimize effects of maintenance and outages on daily operations</li><li>Monitor and follow up on FM related faults</li><li>Able to make informed operational decisions and escalate where required</li><li>Understand and be able to use FM related Business Continuity Plans</li><li>Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution when needed</li><li>Keep records of customer interactions using Maximo, or other approved systems</li><li>Training new users on software use</li><li>Manage large amounts of incoming calls/emails/tickets</li><li>Identify, research, and resolve technical problems for end users on a variety of issues</li><li>Any other duties that may be assigned by the Helpdesk Manager or reporting Director</li></ul><h3>Reporting</h3><ul><li>Run reports to determine work order (WO) status and WO performance</li><li>Properly escalate unresolved queries to the next level of support</li><li>Update customer data and produce activity reports by using Maximo</li><li>Ensure proper recording, documentation and closure</li><li>Recommend procedure modifications or improvements</li><li>Collect feedback to determine patterns and issues so they can be resolved or FAQs provided to ease troubleshooting and fault verification</li><li>Create and send the total pending WO report and status report at the end of the shift</li><li>Log all job requests received via telephone, and emails, forwarding the complaints to the concerned department</li></ul><h3>Qualifications&Experience</h3><p><b>Education:</b>Degree level (minimum). University degree related to Customer Management, Business Management, and Operations Management is desirable</p><p><b>Experience:</b>>2 years’ relevant experience, with increasing levels of responsibility including relevant helpdesk and customer service roles</p><h3>Skills&Competencies</h3><ul><li>Property and Facilities Management</li><li>Operations Management</li><li>Contract management</li><li>Commercial / Business Management</li><li>Asset Lifecycle Planning and Scheduling</li><li>Performance management</li><li>Policies and procedures</li><li>Primary Contractor service provision</li><li>Change and cost / value management</li></ul><h3>KPIs</h3><ul><li>Meeting of relevant contract KPIs</li><li>Asset and system availability</li><li>Meet agreed response timeframes for fault response objectives</li><li>Deliver consolidated reporting for service calls and response/resolution timeframes</li><li>Develop and implement annual and quarterly improvement plans for AFM Helpdesk functions</li></ul><h3>Company notice</h3><p>About the company: Wasael Property Management</p><p>Be vigilant about potential scams, phishing attempts, or fraudulent activities, and seek credible sources or reviews to assess the trustworthiness of the company. Remember, your personal and financial security is paramount, and taking preventive measures is crucial to safeguarding your information from potential risks and unauthorized use. SupportFinity is not responsible for any consequences that may arise from disclosing such information to unauthorized or fraudulent entities.</p></div>#J-18808-Ljbffr