Help Desk Agent

Dubai Career Level: Senior (5+ years of experience) Education: Diploma or Higher Education Full time 3 days ago

Positions: 1 No. of Application: 0

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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.
• Liaise with wider team members to ensure the best resolution, consistent with the contract.
• 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.
• Work closely with Contract/Facilities Managers to develop and enhance the quality of service and reporting processes.
• 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.
• Fluency in English and Arabic and additional Language is a plus.