Job Description:
• Answer, screen and transfer inbound phone calls emails, portal requests, to the helped desk.
• Provide a friendly and professional point of contact for customers for any queries or concerns
• Assign Priorities to the Reactive Tasks.
• Segregate Reactive and Corrective Calls in the System
• Distribute tasks from the help desk to the relevant facilities team.
• Liaise with wider team members to ensure the best resolution, consistent with the Requirements.
• Coordinating with the in-house and external technical support team for the outstanding/new complaints.
• Follow up task with the team and update in the CAFM system.
• 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.
• Carry out trend analysis of the tasks on monthly basis.
• Creates monthly reports for all maintenance activities as required by management.
• Follow-up back logs of works
• Escalate any major issues to the management
• Close tasks down after completion by the facilities team
• Ensure that a high level of service is maintained between tenants/clients, (internal and external)
• Updating Concept Evolution accurately and appropriately with feedback from site management and staff
• Work closely with Maintenance Lead to develop and enhance the quality of service and reporting processes.
• Carry out monitoring of CAFM (FSI) data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with the KPIs.
• Adherence to IMS policies and procedures
• Ensure proper uptime for PDA devices used for conducting preventive and reactive maintenance requests.
• Ensure the reactive calls are attended in proper time frame as per the job priority and the job cards are submitted in proper time.
• Ensure MEP workflow processes are tracked, monitored and implemented on a continuous basis.
• Ensure FM Contractors identify resource needs, resource plans and assign individual responsibilities against Planned Preventive Maintenance (PPM) and service plans.
• Manage day-to-day operational aspects of FM Contractors responsibilities via CAFM system and ensure compliance with Key Performance Indicators (KPI s) including response and resolution times.
• Provide compliance and non-compliance status updates via CAFM system on Site team and FM Contractors performance on a weekly/monthly and as required basis.
• Ensure CAFM is utilized to its maximum capacity such as: Asset Management, Building and Locations, Contracts PPMS.
• Ensure CAFM system effectively manages and stores appropriate contract data
• Design and generate reports on FM performance and KPI s using CAFM Reports.
Requirements:
• 3-4 year experience in customer service/Help Desk roles.
• Trained in and working experience in CAFM system (FSI)
• Exceptional customer service and administration skills
• Excellent communication skills
• Excellent Computer Skills
• Self-motivated, enthusiastic and professional
• Fluent both in Arabic and English
• The proven ability to work under pressure and deal with challenging situations.
• The ability to make decisions, take ownership and use your own initiative to resolve problems.
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