Helpdesk Operator

Overview

The Helpdesk Operator will serve as the first point of contact for all facilities management (FM) service requests, ensuring timely and efficient resolution of issues. This role involves managing incoming calls, emails, and service tickets, coordinating with technical teams, and maintaining accurate records in the CAFM system. The ideal candidate will have strong communication skills in both Arabic and English and a solid understanding of FM operations.

Your role

Customer Support

• Respond to incoming calls, emails, and service requests promptly and professionally.
• Log all requests accurately in the CAFM system and assign tasks to relevant teams.

Issue Resolution

• Track and monitor service requests to ensure timely completion.
• Escalate unresolved issues to supervisors or technical teams as needed.

Coordination

• Liaise between clients, contractors, and internal FM teams to ensure smooth operations.
• Provide updates to clients on the status of their requests.

Documentation & Reporting

• Maintain accurate records of all service requests and resolutions.
• Generate daily, weekly, and monthly reports on helpdesk performance.

Compliance & Standards

• Ensure adherence to company policies, health and safety standards, and service level agreements (SLAs).
• Support continuous improvement initiatives for helpdesk operations.

About you

Education

• Diploma or BSc degree in a relevant field (Facilities Management, Administration, or related discipline).

Experience

• Minimum 3 years of experience in the same position within the Facilities Management (FM) field.

Language Skills

• Fluency in Arabic and English (spoken and written).

Technical Skills

• Familiarity with CAFM systems and MS Office applications.
• Basic understanding of FM services and workflows.

Soft Skills

• Strong communication and interpersonal skills.
• Ability to multitask and work under pressure.
• Customer-focused with problem-solving abilities.

Preferred

• Knowledge of SLA management and KPI reporting.
• Experience in handling large-scale FM operations.

Rewards & benefits

Explore the rewards and benefits that help you thrive – at every stage of your life and your career.

This includes:

• Tax-free salary.
• Comprehensive life insurance coverage.
• Premium medical insurance for you and your dependents.
• Generous annual leave balance.
• Flexible and hybrid work solutions.
• Remote work opportunities outside of country.
• Company gratuity scheme.
• Discretionary bonus program.
• Annual flight contribution.
• Relocation assistance.
• Transportation & housing allowances (available for remote work locations).
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.

Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.

About AtkinsRéalis

We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

Find out more.