Call Center & Help Desk Support

Company Overview:

Dar, the founding member of the Sidara group, is an international multidisciplinary consulting organization specializing in engineering, architecture, planning, environment, project management, facilities management, and economics. Sidara operates in 60 countries with 20,500 professionals, Dar connects people, places, and communities through innovative solutions to the world's most complex challenges. We deliver projects from inception through completion, embracing challenges to empower communities worldwide. Learn more at www.dar.com .

Our Vision and Values:

We aspire to be the chosen home of those with a gift for crafting solutions that empower people and an unwavering passion for learning and innovation. Our core values shape our culture and guide our decision-making. We are committed to:

• Excellence
• Responsibility
• Empowerment
• Connectivity
• Courage

Role Overview:

Dar is seeking experienced and talented Senior Electrical Engineers with proven PMC expertise and strong design background to join its distinguished Engineering team.

Responsibilities:

• Support the design and development of electrical systems for major infrastructure and building projects, ensuring compliance with codes and standards.
• Review shop drawings, material submittals, and method statements to confirm alignment with project requirements.
• Ensure assigned tasks are delivered within project timelines, budgets, and quality frameworks.

Job Summary:

We are seeking a motivated and detail-oriented individual to join our Maintenance & Operations team as Call Center & Help Desk Support. The role focuses on providing first-level support to internal staff, field technicians, and external stakeholders regarding maintenance requests, operational issues, and technical inquiries. The ideal candidate will be the first point of contact for reporting problems, coordinating resolutions, and ensuring smooth operational workflows.

Key Responsibilities:

• Serve as the primary point of contact for all maintenance and operational support requests via phone, email, or ticketing system.
• Receive, log, and track service requests, incidents, and complaints accurately.
• Provide first-level troubleshooting for common maintenance, operational, or equipment issues and escalate complex problems to the relevant department.
• Coordinate and communicate with technicians, supervisors, and external service providers to ensure timely resolution of issues.
• Monitor and update the status of tickets in the help desk system, ensuring SLA compliance.
• Maintain detailed records of issues, resolutions, and feedback for continuous improvement.
• Provide guidance and instructions to staff or clients on reporting issues and following maintenance protocols.
• Assist in preparing reports on service requests, recurring issues, and operational performance metrics.
• Support preventive maintenance schedules by tracking planned tasks and following up with relevant teams.
• Contribute to process improvements, knowledge base updates, and operational efficiency initiatives.

Qualifications & Skills:

• High school diploma or equivalent; a diploma/degree in IT, Business Administration, or related field is preferred.
• Previous experience in a call center, help desk, or maintenance support environment is a plus.
• Basic technical knowledge of mechanical, electrical, or facility systems is advantageous.
• Strong communication skills (verbal and written) to effectively interact with staff, management, and vendors.
• Excellent problem-solving, multitasking, and organizational skills.
• Ability to remain calm and professional in high-pressure or urgent situations.
• Proficiency with help desk ticketing systems, MS Office, and basic database management.
• Strong attention to detail and commitment to providing high-quality service.