Help Desk Coordinator

Role Overview

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

To manage daily FM Help Desk operations, coordinate maintenance requests across technical and customer stakeholders, maintain accurate work-order data in the CAFM system, and ensure timely resolution of service issues through effective process compliance and team coordination.

Key Responsibilities

Help Desk Operations

• Manage daily FM Help Desk operations.
• Receive, log, categorize, assign, and monitor maintenance requests.
• Monitor outstanding work orders and support timely completion.

Systems & Documentation

• Maintain accurate work-order information within the CAFM system.
• Train users on CAFM functionality and established workflows.
• Monitor compliance with Help Desk and CAFM procedures.

Stakeholder Coordination

• Coordinate with customers, engineers, supervisors, and technicians.
• Analyze service issues and support fast and effective resolution.

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.