Help Desk Officer

OverviewJob Purpose: Help Desk Officer provides the point of contact, and coordination of response for facilities related faults to the Airport’s facilities.ResponsibilitiesCoordination point between airport operations and FM maintenance and service providersObtain client information by answering telephone calls, emails, and tickets; verifying informationProvide accurate, valid and complete information by using the right methods/toolsFollow 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 CompanyRespond to airport emergencies and coordinate FM emergency activitiesAdhere to all company and client policies and proceduresPromote a zero injury safety culture across facilities and the Facility Management communityPromote the Facility Manager and Company in a positive manner at all times – everyone is a customerCoordinate with internal and external stakeholders to minimize effects of maintenance and outages on daily operationsMonitor and follow up on FM related faultsAble to make informed operational decisions and escalate where requiredUnderstand and be able to use FM related Business Continuity PlansHandle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution when neededKeep records of customer interactions using Maximo, or other approved systemsTraining new users on software useManage large amounts of incoming calls/emails/ticketsIdentify, research, and resolve technical problems for end users on a variety of issuesAny other duties that may be assigned by the Helpdesk Manager or reporting DirectorReportingRun reports to determine work order (WO) status and WO performanceProperly escalate unresolved queries to the next level of supportUpdate customer data and produce activity reports by using MaximoEnsure proper recording, documentation and closureRecommend procedure modifications or improvementsCollect feedback to determine patterns and issues so they can be resolved or FAQs provided to ease troubleshooting and fault verificationCreate and send the total pending WO report and status report at the end of the shiftLog all job requests received via telephone, and emails, forwarding the complaints to the concerned departmentQualifications & ExperienceEducation: Degree level (minimum). University degree related to Customer Management, Business Management, and Operations Management is desirableExperience: >2 years’ relevant experience, with increasing levels of responsibility including relevant helpdesk and customer service rolesSkills & CompetenciesProperty and Facilities ManagementOperations ManagementContract managementCommercial / Business ManagementAsset Lifecycle Planning and SchedulingPerformance managementPolicies and proceduresPrimary Contractor service provisionChange and cost / value managementKPIsMeeting of relevant contract KPIsAsset and system availabilityMeet agreed response timeframes for fault response objectivesDeliver consolidated reporting for service calls and response/resolution timeframesDevelop and implement annual and quarterly improvement plans for AFM Helpdesk functionsCompany noticeAbout the company: Wasael Property ManagementBe 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.#J-18808-Ljbffr