Helpdesk Operative (Saudi National)

OverviewThe focus of this role is to provide prompt and efficient response to client service requests via inbound and outbound telephone calls, e‑mails, and web requests, as well as management of Helpdesk scope in Computerized Maintenance Management System.Your RoleEnsure efficient day‑to‑day running of the Computer Aided Facilities Management (CAFM) solution by maintaining system performance, providing input for configuration tasks, and supporting administration activities to ensure efficient business continuity.Support quality checking and integration of data via quality checking on information for compliance with standards and procedures.Function as a focus and support point for information and communication between the organization and the customer.Receive Service Centre requests (telephone calls, e‑mails, and reception) from all service areas.Initiate details of all calls into database and follow up on details of action and outcome.Provide assistance on work order implementation through issuance of update and report generation.Dispatch issues as per defined escalation list and monitor unresolved issues.Improve the performance and efficiency of the maintenance management system on site through maintaining knowledge‑based learning and data collection on integrated workplace management system.Update internal databases with information about technical issues and useful discussions with customers.Follow up with customers to ensure their technical issues are resolved.Coordinate the creation of new asset codes for property and community management functions to ensure asset/location data is available within systems for executing operations and maintenance tasks.Provide accurate data and supporting information for weekly and monthly reporting cycles to ensure management is fully informed on progress.Helpdesk shall be in operation 24 hours 365 days a year and shall have on‑call Manager/Supervisor contactable 24 hours a day and staff will be expected to work as required to operate on a rostered basis.About YouUniversity/college degree is an asset.High school diploma.Excellent telephone manner with the ability to accurately follow detailed work procedures and instructions.Proficiency with basic computer applications, such as Microsoft Windows, Word, and Excel.Bilingual language skills a plus, especially Arabic, English, Malayalam, Tagalog, Hindi, and Urdu.Ability to communicate effectively at all levels of the organization with a good knowledge of Microsoft Office and good keyboard skills.Excellent telephone manner, good written communication skills.Experience as a Customer Support Specialist or similar CS role.Experience using help desk software and remote support tools.Understanding of how CRM systems work.Rewards & BenefitsExplore the rewards and benefits that help you thrive – at every stage of your life and your career.This IncludesTax‑free salary.Life insurance coverage.Medical insurance.Annual leave balance.Company gratuity scheme.Discretionary bonus program.Annual flight contribution.Transportation & housing allowances.Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.About AtkinsRéalisWe’re AtkinsRéalis, a world‑class engineering services and nuclear organization. We connect people, data and technology to transform the world’s infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We’re committed to leading our clients across our various end markets to engineer a better future for our planet and its people.Find out more.#J-18808-Ljbffr