Help Desk and CAFM System Coordinator

Job Overview

The role of Help Desk & CAFM System Coordinator involves managing the facility management help desk and computer-aided facility management (CAFM) system operations to ensure service requests are properly logged, assigned, tracked, escalated when necessary, and closed within set service level agreements (SLAs).

Core Duties

• Oversee daily activities related to the facility management help desk and CAFM tasks.
• Receive, document, classify, and allocate work orders and service requests effectively.
• Keep track of work order progress against agreed SLAs and ensure timely escalation of overdue tasks.
• Collaborate with technicians, engineers, supervisors, customers, and vendors to ensure smooth operations.
• Maintain up-to-date CAFM records, compile reports, and manage performance data accurately.
• Provide training and support to users regarding CAFM processes and system features.
• Ensure adherence to established help desk workflows and procedures.
• Generate reports covering work orders, response metrics, completion rates, and overall service efficiency.

Qualifications and Requirements

• Possession of a higher education degree.
• At least two years of experience in facility management help desk, customer service, CAFM or related fields.
• Prior experience with electronic work management systems is essential.
• Hands-on experience with a CAFM platform is highly desirable.
• Strong understanding of both hard and soft facility management services.
• Fluency in Arabic and English languages is compulsory.
• Advanced skills in Microsoft Office applications.
• Excellent communication, organizational capabilities, coordination skills, and problem-solving aptitude.
• Preferably, previous experience within the GCC region or facility management sector.