Helpdesk Operator Dubai UAE
Position: Helpdesk Operator
Date posted: 2022-10-31
Industry: Facilities Management
Employment type: Full Time
Experience: 2 to 5 year
Qualification: Bachelor’s Degree holder
Salary: AED 3000 to 7000
Location: Dubai, United Arab Emirates
Company: Confidential
Description:
We are looking for a Helpdesk Operator to join a Facilities Management Helpdesk Team in Dubai. The role will respond to the requests directed to the Helpdesk. Monitor and control the daily service requests within sites maintained and to record service requests updates via the CAFM (Computer Aided Facilities Management) The Helpdesk Operator will deliver customer service by taking inbound calls and receiving email requests received regarding service requests fulfilment and quality of service.
Key Responsibilities:
- Ensure all calls to the FM Help Desk are answered within 10 seconds.
- Ensure all requests are logged accurately on the system against the correct job details
- Ensure requestor is informed of course of action to be taken either at the time of the call or at the least, within 10 minutes of taking the call and 30 minutes of receiving the emails.
- Co-ordinate all requests assignment to the correct contractor with enough information for the request to be carried out.
- Ensure outstanding FM Help Desk requests are followed up with the appropriate contractor.
- Proactively track & report progress and completion of work orders to requestor.
- Call requestor to ensure they have been satisfactorily completed.
- Ensure all feedback from the contractor and requestor is correctly logged in the audit trail. Ensure that the system is updated in an accurate and consistent manner.
- Take ownership of all requests that are raised and ensure they are closed out within the job SLA or provide feedback as to why the request has not been completed
- Compile systems data on service-related matters (e.g., call response times, service request adherence and call volumes to assist managers with decision making)
- Provide accurate daily, weekly, and monthly reports within agreed timeframe.
- Provide improvement suggestions based on client feedback.
Requirements:
- Proven experience as a customer service role
- Excellent communication and interpersonal skills
- Keen attention to detail, memory of patterns, and interest in problem-solving
- Demonstrate teamwork, responsible, polite and customer focused
- Working experience with CAFM, including data analysis is a value added
