Facility Helpdesk Coordinator

Driven to create unique home-grown food concepts that bring people together, the Independent Food Company is a UAE-based hospitality company with multiple concepts under its umbrella – SALT, Switch, Parker’s, Grind, Somewhere and Public.

We are currently seeking to hire a Facility Management Helpdesk Coordinator who would essentially be managing all maintenance calls coming into the Facilities Maintenance Helpdesk and coordinating issues with FM maintenance service provider. The ideal candidate should have basic knowledge in MEP & HVAC systems and demonstrated experience in coordinating and monitoring maintenance operations. He or she should display excellent customer services skills and ensure customer satisfaction in a professional manner.

Key Responsibilities

• Responsible for daily help desk functions.
• Maintaining a positive, empathetic, and professional attitude toward customers.
• Acting as first point of contact for customer queries and maintenance requests via the phone and email.
• Registering maintenance requests on CAFM system and follow up on the maintenance as per the defined priority levels.
• Communicating with customers through various channels.
• Evaluate and prioritize requests depending on the job urgency.
• Alert the Facilities team and contractors of any request reported.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Scheduling works and liaising with the in-house team and contractors.
• Provide continuous status information to ensure customer satisfaction.
• Manage contracts with service providers to meet agreed performance requirements.
  
  

Job Requirements

• 3-5 years proven contact center experience (Facilities Maintenance background desirable)
• Knowledge of working on CAFM system.
• Ensure compliance to helpdesk procedures and processes.
• Coordinating with FM service providers to ensure all calls are attended
• Ensure provide timely and considerate customer service to end users.
• Willing to work on shifts duties.
• Competency in Microsoft applications including Word, Excel, and Outlook.
• Good time management skills.
• Experience with administrative and clerical procedures.