Ticketing Officer

Key Responsibilities

Ticket Management
-Receive maintenance requests via phone, email, portal, or helpdesk system
Log, categorize, and prioritize service tickets accurately in the ticketing system
-Assign work orders to relevant technicians or vendors based on trade, urgency, and availability
-Monitor open tickets and ensure timely progress and closure as per SLAs
Coordination & Communication
-Act as the primary point of contact for maintenance requests and follow-ups
-Communicate job details clearly to technicians, supervisors, and vendors
-Update clients or internal stakeholders on job status and expected completion times
-Escalate critical or overdue tickets to the Facilities Manager or Operations team
Documentation & Reporting
-Maintain accurate records of work orders, job descriptions, actions taken, and closures
-Ensure proper documentation such as photos, reports, checklists, and client approvals are uploaded
-Generate daily, weekly, or monthly reports on ticket volume, response times, and SLA compliance
-Support audits by providing ticketing and maintenance records when required
System & Process Compliance
-Ensure ticketing activities comply with company policies and contractual requirements
-Follow established workflows for emergency, preventive, and reactive maintenance
-Support continuous improvement of ticketing and service delivery processes

SLA Adherence & response times
Ticket Accuracy & Completeness

Pay: Up to QAR4,500.00 per month

Work Location: In person