Facilities Help Desk Coordinator

Role Overview

Facilities Help Desk Coordinator at Burjline Builders. This role coordinates service requests and work orders across a large-scale electromechanical maintenance and Facility Management project, ensuring effective Help Desk operations and accurate use of the CAFM system.

Role Purpose

Manage daily Facilities Help Desk operations by receiving, logging, categorizing, and assigning maintenance requests. Maintain accurate work-order data within the CAFM system and coordinate with customers, engineers, supervisors, and technicians to ensure timely service delivery and compliance with established procedures.

Key Responsibilities

Help Desk Operations

• Manage daily FM Help Desk operations.
• Receive, log, categorize, assign, and monitor maintenance requests.
• Maintain accurate work-order information within the CAFM system.

Coordination & Support

• Coordinate with customers, engineers, supervisors, and technicians.
• Monitor outstanding work orders and support timely completion.
• Analyze service issues and support fast and effective resolution.

Training & Compliance

• Train users on CAFM functionality and established workflows.
• Monitor compliance with Help Desk and CAFM procedures.

Reporting

• Prepare operational and performance reports.

Qualifications & Experience

• Higher education degree.
• Minimum 2 years' experience in Help Desk operations or Customer Service within FM or a related environment.
• Previous supervisory-level experience.
• Experience using electronic work-management systems.
• CAFM experience strongly preferred.
• Good understanding of technical and non-technical FM services.
• GCC experience preferred.

Skills & Competencies

• Strong Microsoft Office skills.
• Fluent in Arabic and English, spoken and written.