Camp Helpdesk

Job Purpose

The Camp Helpdesk / Admin Officer is the primary point of contact for all resident service requests, complaints, and administrative support activities. The role ensures accurate documentation of check-ins/check-outs, updates occupancy records, manages complaint tracking, and supports smooth daily camp operations in coordination with Accommodation, Housekeeping, Maintenance, Laundry, Catering, and Security departments.

Key Responsibilities

1. Helpdesk & Resident Support

• Serve as the first point of contact for residents regarding queries, complaints, and service requests.
• Log all complaints in the Camp Complaint Register (ERP/Excel) with time stamps, category, and priority.
• Assign complaints to respective department supervisors and follow up until closure.
• Provide complaint status updates to residents and ensure timely resolution as per SLA.

2. Check-In / Check-Out & Occupancy Management

• Manage complete CI/CO process for residents, including room allocation and handovers.
• Maintain accurate daily occupancy reports, man-day records, and room allocation lists.
• Ensure CI/CO data is verified with client HR/Admin and cross-checked for billing purposes.
• Issue and control room keys, ID cards, and access tags.

3. Documentation & Record Control

• Maintain files and registers for CI/CO logs, daily reports, visitor logs, complaint logs, and key control logs.
• Ensure all records are consistently updated and audit-ready.
• Prepare daily and weekly reports for submission to the Camp Manager.

4. Coordination & Communication

• Coordinate with Housekeeping, Maintenance, Catering, Laundry, and Security to support operational requirements.
• Follow up with supervisors on pending jobs and escalate unresolved complaints.
• Communicate professionally with client representatives, residents, and internal teams.

5. System & Administrative Tasks

• Update ERP/FMS/Excel trackers for CI/CO, occupancy, and complaint status.
• Maintain Helpdesk email and WhatsApp communication channels.
• Prepare notices, memos, and communication boards for residents when required.

Skills & Competencies

• Strong communication and customer service skills
• Proficiency in MS Excel, ERP, and email communication
• Good documentation and record-keeping abilities
• Problem-solving approach with calm attitude under pressure
• Multi-tasking and time management skills
• Professional, polite, and resident-focused behavior

Qualifications & Experience

• Diploma/Degree in Administration, Hospitality, or Business (preferred)
• 2–5 years’ experience in helpdesk, camp admin, or front office roles
• Experience in camp environment or facilities management preferred
• Basic knowledge of ADNOC/Accommodation standards is an advantage

Key Performance Indicators (KPIs)

• On-time complaint logging and closure follow-up
• Accuracy of occupancy and CI/CO data
• SLA adherence and escalation compliance
• Resident satisfaction feedback
• Daily/weekly reports submitted on time

Job Types: Full-time, Permanent

Pay: AED1,500.00 - AED1,700.00 per month