Qureos Mentor

HandLE

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 Facilities Support Coordinator is responsible for managing CAFM and general helpdesk activities by receiving, recording, and coordinating service requests and inquiries. The role ensures efficient communication, accurate documentation, timely follow-up, and service level compliance
 
 
 to support smooth facility and operational services across offices and project sites.
 
 
 
 
 
 Helpdesk &amp; CAFM Operations:
 
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 Receive, log, and register all service requests, complaints, and inquiries through CAFM and helpdesk systems.
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 Ensure accurate categorization, prioritization, and assignment of tickets.
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 Track requests from initiation to closure, ensuring timely resolution.
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 Coordination &amp; Communication
 
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 Act as the main point of contact between end users, internal departments, and external contractors.
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 Coordinate service delivery with hard and soft service teams.
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 Provide clear and timely updates to requestors on status and resolution progress.
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 Monitoring &amp; Follow-Up
 
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 Monitor open tickets and ensure escalation of delayed or critical requests.
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 Follow up with technicians, vendors, and service providers to meet SLAs.
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 Support issue resolution by ensuring all required information is properly documented.
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 Reporting &amp; Documentation
 
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 Maintain accurate and up-to-date records within CAFM and helpdesk systems.
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 Generate periodic reports on requests, response times, closures, and performance indicators.
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 Support management with operational data and service performance insights.
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 Compliance &amp; Quality Control
 
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 Ensure adherence to service level agreements and internal operational procedures.
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 Support continuous improvement of helpdesk and CAFM processes.
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 Maintain professionalism, confidentiality, and service-oriented conduct at all times.
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 Qualifications/Requirements
 
 
 
 
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 Diploma or Bachelor&rsquo;s degree in Administration, Facilities Management, or a related field.
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 Fluency in Arabic and English, with strong verbal and written communication skills.
 
 
 
 
 
 Experience:
 
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 3 years of experience of CAFM systems and general helpdesk operations is preferred.
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 Experience in CAFM and/or helpdesk operations.
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 Ability to receive, record, and track service requests and complaints.
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 Strong communication skills (phone, email, system-based platforms).
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 Effective coordination with internal teams and external contractors.
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 Strong follow-up, reporting, and documentation capabilities.
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 Basic computer proficiency (MS Office, email, ticketing/helpdesk systems).
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 Ability to manage multiple requests and work under pressure
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Facilities Support Coordinator

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Facilities Support Coordinator