Help Desk & CAFM Officer

Job Summary

The Help Desk & CAFM System Officer will coordinate FM help desk activities and CAFM operations, ensuring service requests are accurately logged, assigned, monitored, escalated, and closed within agreed service levels.

Key Responsibilities

• Manage daily FM Help Desk and CAFM activities.

• Receive, record, categorize, and assign service requests and work orders.

• Monitor work orders against agreed SLAs and escalate overdue activities.

• Coordinate with technicians, engineers, supervisors, customers, and service providers.

• Maintain accurate CAFM records, reports, and performance information.

• Support and train users on CAFM processes and system functionality.

• Monitor compliance with established help desk procedures.

• Prepare reports on work orders, response times, completion rates, and service performance.

Requirements

• Higher education degree.

• Minimum 2 years' experience in FM Help Desk, Customer Service, CAFM, or a related environment.

• Previous experience operating electronic work management systems.

• Practical experience using a CAFM system is strongly preferred.

• Good understanding of hard and soft FM services.

• Fluent in Arabic and English – mandatory.

• Strong Microsoft Office skills.

• Excellent communication, coordination, organization, and problem-solving capabilities.

• Previous GCC/FM experience is preferred.