Facilities Management Helpdesk Coordinator

About the Role

We are seeking a skilled FM Helpdesk Coordinator to oversee and manage the daily operations of the Facilities Management helpdesk and call center. The position involves ensuring that all service requests are carefully documented, categorized by priority, assigned to the appropriate teams, tracked, escalated when necessary, and resolved within agreed service level agreements (SLAs) and quality standards.

Key Responsibilities

• Oversee daily FM helpdesk and call center operations including staff rosters, managing workload, and maintaining service quality.
• Ensure all incoming communications via calls, emails, WhatsApp, and portal entries are properly logged within the CAFM/helpdesk system.
• Monitor and manage work orders, track response times, verify completion, and ensure compliance with SLAs.
• Collaborate with various Facilities Management teams, contractors, and clients to ensure prompt resolution of service requests.
• Manage escalation processes involving emergencies, complaints, and possible SLA violations.
• Generate daily operational reports and compile detailed monthly Key Performance Indicator (KPI) reports.
• Coach and supervise call center agents to maintain high standards of service delivery.

Qualifications and Experience

• Diploma or Bachelor's degree in Facilities Management, Business Administration, Engineering, or fields with a relevant background.
• Between 3 and 5 years of experience managing FM helpdesk operations, call center supervision, customer service, or coordinating operations.
• Familiarity with CAFM/helpdesk software systems; experience with Oracle ERP or Maximo is advantageous.
• Understanding of Facilities Management processes, Preventive Planned Maintenance (PPM), SLAs, and KPI reporting techniques.
• Strong leadership qualities combined with excellent communication and coordination skills.
• Proficiency in Microsoft Excel for reporting purposes.
• Fluent in English; knowledge of Arabic is considered a plus.