Helpdesk Operator

Job Overview

Under the direct supervision of the Tatweer Schools PPP Wave CAFM & IT Manager and Helpdesk Supervisor, the CAFM operative will provide essential helpdesk services to the Wave1 project.

Key Responsibilities

• Operate shift-based helpdesk support including possible weekend and night shifts.
• Support daily CAFM system operations alongside the operations team.
• Collaborate with the helpdesk supervisor to generate performance reports.
• Assist with Environmental Health and Safety (EHS) initiatives according to company ISO standards and IMS policies.
• Ensure professional resolution of client issues and maintain strict adherence to Targets and KPIs set by management.
• Gain comprehensive understanding of all relevant programs, systems, and procedures (training provided).
• Provide timely and accurate responses to customer inquiries.
• Maintain strong communication and relationships with peers, clients, FM staff, vendors, and supply chain contacts from the helpdesk perspective.
• Be prepared to provide emergency support duties as required.
• Accurately record and input all necessary information.
• Work closely with coordinators to guarantee operational efficiency.

Required Qualifications and Experience

• At least 2 years of experience in a call center or helpdesk role is preferred.
• Proven Facility Management background experience is necessary.
• Facility Asset Management (CAFM) experience is an advantage.
• Excellent proficiency in spoken and written English.
• Strong interpersonal skills, initiative, and analytical thinking abilities.
• Advanced computer literacy including knowledge of web technologies and MS Office suite.
• Candidate must be a Saudi national.
• Flexibility in working hours and adaptability to changes in duties are expected.