Help Desk Operator - Emirati Future Leaders

Job Purpose

• The Helpdesk Operator plays a pivotal role in ensuring the efficient coordination and delivery of maintenance and facility-related services.

• Acting as the central communication hub between clients, technicians, and management teams, the role is responsible for logging, monitoring, and closing all service requests through the Computer-Aided Facilities Management (CAFM) or Computerized Maintenance Management System (CMMS).

• The Helpdesk Operator ensures data accuracy, timely response to service calls, and adherence to performance standards

Roles, Responsibilities, Duties

Helpdesk Operations & Coordination

• Act as the main point of contact for all service requests, ensuring timely logging, classification, and assignment through the CAFM/CMMS system.
• Coordinate and monitor Planned Preventive Maintenance (PPM) and Reactive Maintenance (RM) work orders to ensure timely execution within SLAs.
• Follow up with technicians and supervisors to ensure tasks are completed, updated, and closed accurately in the system.
• Support daily scheduling and escalation of urgent or critical issues to maintain smooth service delivery.

Data Management & Reporting

• Maintain accurate and up-to-date asset and maintenance records in the CAFM/CMMS system.
• Generate daily, weekly, and monthly performance reports covering PPM, RM, and response metrics.
• Conduct regular data checks to ensure system accuracy and support management or client audits with proper documentation.

Customer Service & Communication

• Provide prompt, professional responses to customer inquiries and service requests.
• Communicate effectively with clients, contractors, and internal teams to ensure timely updates and resolution.
• Handle complaints courteously and follow up to ensure customer satisfaction.

Quality, Safety & Compliance

• Adhere to company Health, Safety & Environment (HSE) and Quality Management standards.
• Report hazards, near misses, and incidents immediately and assist in implementing corrective actions.
• Ensure compliance with internal procedures, client requirements, and regulatory guidelines.

Administrative Support:

• Assist in preparing operational summaries, shift handovers, and performance reports.
• Maintain organized filing and record systems in line with company policies.
• Perform other duties as assigned by the line manager to support business continuity

Occupational and workplace Health and Safety responsibilities :

• In addition to all job specific responsibilities, all employees are required to adhere to all Khidmah health, safety and environmental (HSE) policies, procedures, practices, and relevant legal and statutory health, safety and environmental requirements and obligations. All employees are personally responsible to familiarize themselves with these policies, procedures, practices, updates, etc. Khidmah HSE department regularly updates existing and introduce new policies, procedures and practices and each employee is personally responsible to ensure they stay updated and compliant with all such updates and new additions.

Information Security responsibilities:

• Comply with Khidmah Information Security Policies
• Be aware of and fulfil their information security responsibilities
• Ensure whoever handles sensitive company information have taken the Security Awareness Training
• Know how to report a security incident (to IT ServiceDesk or InfoSec).
• Not Disable his/her OS firewall and/or Antivirus
• Restrict use to authorized purposes, Protect access accounts, privileges and associated passwords.
• Accept accountability of his/her individual user accounts, and maintain confidentiality

Education & Qualification:

• High School Diploma or equivalent (minimum); Diploma in Administration, IT, or Facilities Management preferred.

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).

• Strong English communication skills:

Experience and Skills:

Industry Experience (No. of years):

• Minimum 2–3 years of experience in administrative, helpdesk, or customer service roles within facilities management, maintenance, or related service industries.