Facilities Support Coordinator

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 & CAFM Operations:

• Receive, log, and register all service requests, complaints, and inquiries through CAFM and helpdesk systems.
• Ensure accurate categorization, prioritization, and assignment of tickets.
• Track requests from initiation to closure, ensuring timely resolution.

Coordination & Communication

• Act as the main point of contact between end users, internal departments, and external contractors.
• Coordinate service delivery with hard and soft service teams.
• Provide clear and timely updates to requestors on status and resolution progress.

Monitoring & Follow-Up

• Monitor open tickets and ensure escalation of delayed or critical requests.
• Follow up with technicians, vendors, and service providers to meet SLAs.
• Support issue resolution by ensuring all required information is properly documented.

Reporting & Documentation

• Maintain accurate and up-to-date records within CAFM and helpdesk systems.
• Generate periodic reports on requests, response times, closures, and performance indicators.
• Support management with operational data and service performance insights.

Compliance & Quality Control

• Ensure adherence to service level agreements and internal operational procedures.
• Support continuous improvement of helpdesk and CAFM processes.
• Maintain professionalism, confidentiality, and service-oriented conduct at all times.

Qualifications/Requirements

• Diploma or Bachelor’s degree in Administration, Facilities Management, or a related field.

Fluency in Arabic and English, with strong verbal and written communication skills.

Experience:

• 3 years of experience of CAFM systems and general helpdesk operations is preferred.
• Experience in CAFM and/or helpdesk operations.
• Ability to receive, record, and track service requests and complaints.
• Strong communication skills (phone, email, system-based platforms).
• Effective coordination with internal teams and external contractors.
• Strong follow-up, reporting, and documentation capabilities.
• Basic computer proficiency (MS Office, email, ticketing/helpdesk systems).
• Ability to manage multiple requests and work under pressure