Help Desk & CAFM Officer

Role Overview

Help Desk & CAFM Officer at Burjline Builders. The role coordinates FM help desk activities and CAFM operations, ensuring service requests are accurately logged, assigned, monitored, escalated, and closed within agreed service levels.

Role Purpose

To manage daily facilities management help desk and CAFM system operations, maintaining accurate records and performance standards while coordinating between technicians, engineers, supervisors, customers, and service providers.

Key Responsibilities

Help Desk Operations

• Receive, record, categorize, and assign service requests and work orders.
• Manage daily FM Help Desk and CAFM activities.
• Monitor compliance with established help desk procedures.

Work Order Management

• Monitor work orders against agreed SLAs and escalate overdue activities.
• Coordinate with technicians, engineers, supervisors, customers, and service providers.

System & Records Management

• Maintain accurate CAFM records, reports, and performance information.
• Support and train users on CAFM processes and system functionality.

Reporting & Performance

• Prepare reports on work orders, response times, completion rates, and service performance.

Qualifications & Experience

• Higher education degree.
• Minimum 2 years' experience in FM Help Desk, Customer Service, CAFM, or a related environment.
• Previous experience operating electronic work management systems.
• Practical experience using a CAFM system is strongly preferred.
• Previous GCC/FM experience is preferred.

Skills & Competencies

• Good understanding of hard and soft FM services.
• Fluent in Arabic and English – mandatory.
• Strong Microsoft Office skills.
• Excellent communication, coordination, organization, and problem-solving capabilities.