Help Desk Officer - Abu Dhabi
Wasael Property Management
Date: 3 weeks ago
City: Abu Dhabi
Contract type: Full time
Job Purpose
Serve as the first point of contact for facilities-related issues at the airport, ensuring timely coordination, resolution of service requests, and compliance with safety and operational standards.
Key Responsibilities
Serve as the first point of contact for facilities-related issues at the airport, ensuring timely coordination, resolution of service requests, and compliance with safety and operational standards.
Key Responsibilities
- Act as liaison between airport operations, facilities management, and service providers.
- Manage incoming calls, emails, and tickets; verify client information and log in Maximo or similar systems.
- Provide accurate, timely information and solutions; escalate complex issues as required.
- Monitor, follow up, and report on service requests and work orders.
- Support emergency response and coordinate FM activities during incidents.
- Generate daily/shift reports and recommend process improvements.
- Train users on helpdesk systems and maintain accurate records.
- Ensure excellent customer service and promote a safety-first culture.
- Bachelor’s degree in Business, Operations, or related field (preferred).
- Minimum 2 years’ experience in helpdesk, customer service, or facilities management.
- Knowledge of FM operations, asset lifecycle planning, and contract management.
- Proficiency in Maximo or similar FM software.
- Strong communication and customer service skills.
- Decision-making and problem-solving in high-pressure environments.
- Ability to manage high call/email volumes efficiently.
- Flexible to work rotating shifts (24/7/365).
- Teamwork, attention to detail, adaptability, and integrity.
- Achievement of service KPIs and response times.
- Accurate logging and reporting of requests.
- High asset/system availability.
- Continuous improvement of helpdesk functions.
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