Help Desk Officer

Job Purpose

Serve as the first point of contact for facilities-related issues at the airport, ensuring timely coordination, resolution of service requests, and compliance with safety and operational standards.

Key Responsibilities

• Act as liaison between airport operations, facilities management, and service providers.
• Manage incoming calls, emails, and tickets; verify client information and log in Maximo or similar systems.
• Provide accurate, timely information and solutions; escalate complex issues as required.
• Monitor, follow up, and report on service requests and work orders.
• Support emergency response and coordinate FM activities during incidents.
• Generate daily/shift reports and recommend process improvements.
• Train users on helpdesk systems and maintain accurate records.
• Ensure excellent customer service and promote a safety-first culture.
  
  

Qualifications

• Bachelor’s degree in Business, Operations, or related field (preferred).
• Minimum 2 years’ experience in helpdesk, customer service, or facilities management.
• Knowledge of FM operations, asset lifecycle planning, and contract management.
• Proficiency in Maximo or similar FM software.
  
  

Skills & Competencies

• Strong communication and customer service skills.
• Decision-making and problem-solving in high-pressure environments.
• Ability to manage high call/email volumes efficiently.
• Flexible to work rotating shifts (24/7/365).
• Teamwork, attention to detail, adaptability, and integrity.
  
  

Performance Indicators

• Achievement of service KPIs and response times.
• Accurate logging and reporting of requests.
• High asset/system availability.
• Continuous improvement of helpdesk functions.