Help Desk Specialist

Work Control Center / Help Desk Officer (FM Operations)

We are looking for a detail-oriented and customer-focused Help Desk Officer to join our Work Control Center team. This role plays a critical part in ensuring smooth communication between clients, operations, and technical teams, while maintaining efficient tracking of all maintenance activities.

Role Purpose

To manage and coordinate all incoming service requests, complaints, and maintenance calls, ensuring timely logging, dispatch, follow-up, and closure through the CAFM system while maintaining high levels of client satisfaction.

Key Responsibilities

Call Handling & Coordination

Receive and handle incoming client requests, complaints, and emergency calls

Accurately log all requests into the CAFM system

Assign and dispatch work orders to relevant technical teams / supervisors based on priority

Work Order Management

Monitor and track FM work orders from initiation to closure

Ensure all service requests are completed within agreed SLAs

Follow up with technical teams on pending or delayed tasks

Highlight priority and critical issues to management

Client & Stakeholder Communication

Act as the first point of contact for client representatives

Follow up with clients to confirm service completion and satisfaction

Coordinate with Unit Manager and service teams to resolve issues efficiently

Reporting & Documentation

Maintain accurate records of all activities, complaints, and work orders

Prepare daily reports on completed and pending requests

Track and report unresolved complaints to management

Ensure all logs and records are updated and maintained properly

Team Collaboration

Work closely with technical teams and supervisors to ensure smooth operations

Support the Facility Services Manager with daily tracking and reporting

Ensure alignment between operations and service delivery timelines

Key Competencies

Strong communication and customer service skills

Ability to multitask and handle high call volumes

Good coordination and follow-up skills

Attention to detail and accuracy in data entry

Ability to work under pressure in a fast-paced environment

Qualifications & Requirements

Diploma or Bachelor’s degree (preferred)

Experience in Facilities Management (FM) / Help Desk / Call Center is a plus

Familiarity with CAFM systems (e.g., Maximo, Planon, etc.)

Good command of English (Arabic is a plus)

Proficient in Microsoft Office (especially Excel)