Help Desk Agent

Role Purpose:

The job holder will be primarily responsible for coordinating & assisting Tradesman/workers for carrying out periodic  site/maintenance work progress in all day-to-day activities, ensuring all technical works in accordance with specification  and the project management manual. First line manager of staff from all disciplines employed on contracts

Key Task and Responsibilities:

• Provide a friendly and professional point of contact for customers for any queries or concerns.  
• Handle incoming calls and manage outgoing calls as required.  Â
• Liaise with wider team members to ensure the best resolution, consistent with the contract.  Â
• Completing administration tasks that relate to the contact, including assigning contract colleagues and subcontractors to service requirement tasks, payroll, general admin etc.
• Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements  and that required information is returned in a timely manner. Respond to queries, amend data and re-issue  tasks as required.  Â
• Work closely with Contract/Facilities Managers to develop and enhance the quality of service and reporting  processes.  Â
• Carry out monitoring of CAFM (MRI /Maximo/MS Dynamics) data to ensure that Helpdesk work orders have  been accurately created, assigned, prioritised and categorised in line with contractual KPI’s and SLA’s.

Experience, Knowledge and Skills:

• Graduate Diploma/ITI with 8 years’ Experience in the FM field.  
• At least 14 years’ experience in a helpdesk role.  
• Good Knowledge of all elements of FM services both Hard and Soft.  Â
• Fluency in English and Arabic and additional Language is a plus.  Â
• Computer knowledge is a must