Help Desk & CAFM System Coordinator

Job Summary

The Help Desk & CAFM System Coordinator will coordinate FM help desk activities and CAFM operations, ensuring service requests are accurately logged, assigned, monitored, escalated, and closed within agreed service levels.

Key Responsibilities

• Manage daily FM Help Desk and CAFM activities.
• Receive, record, categorize, and assign service requests and work orders.
• Monitor work orders against agreed SLAs and escalate overdue activities.
• Coordinate with technicians, engineers, supervisors, customers, and service providers.
• Maintain accurate CAFM records, reports, and performance information.
• Support and train users on CAFM processes and system functionality.
• Monitor compliance with established help desk procedures.
• Prepare reports on work orders, response times, completion rates, and service performance.

Requirements

• Higher education degree.
• Minimum 2 years' experience in FM Help Desk, Customer Service, CAFM, or a related environment.
• Previous experience operating electronic work management systems.
• Practical experience using a CAFM system is strongly preferred.
• Good understanding of hard and soft FM services.
• Fluent in Arabic and English – mandatory.
• Strong Microsoft Office skills.
• Excellent communication, coordination, organization, and problem-solving capabilities.
• Previous GCC/FM experience is preferred.