Help Desk Operator

Description

Summary: We are seeking a customer-focused and organized Help Desk Operator to manage service requests, complaints, and maintenance calls, ensuring timely and professional resolution. Highlights: 1. Manage service requests and coordinate with maintenance teams 2. Utilize CAFM/CMMS systems for work order management 3. Ensure timely completion of requests and customer satisfaction We are looking for a customer\-focused and organized **Help Desk Operator** to receive and manage service requests, complaints, and maintenance calls from clients, tenants, and staff. **Key Responsibilities** * Receive and respond to calls, emails, and service requests professionally. * Register and record all complaints, maintenance requests, and service calls. * Create, update, and manage work orders in the **CAFM/CMMS system**. * Assign work orders to the appropriate maintenance teams. * Coordinate with technicians, supervisors, engineers, contractors, and service providers. * Follow up on pending and ongoing work orders. * Monitor the status of service requests and ensure timely completion. * Communicate with clients and tenants regarding maintenance updates and service status. * Escalate urgent, critical, and emergency issues to the concerned team. * Maintain accurate records of calls, complaints, service requests, and work orders. * Confirm completion of maintenance works and close completed work orders in the system. * Prepare daily, weekly, and monthly help desk reports. * Monitor response and completion times in line with agreed **Service Level Agreements (SLAs)**. * Ensure effective communication between the Help Desk and FM/maintenance teams. * Handle customer concerns and complaints in a professional and courteous manner. * Maintain confidentiality of company, client, and operational information. * Perform other help desk and FM\-related duties assigned by management. **Skills \& Competencies** * Knowledge of **Help Desk and Facilities Management operations**. * Familiarity with **CAFM/CMMS systems**. * Good coordination, communication, and follow\-up skills. * Good computer skills and proficiency in **Microsoft Office**. * Strong organizational and time\-management skills. * Excellent attention to detail and accuracy. * Good problem\-solving skills. * Ability to handle multiple calls, requests, and priorities efficiently. * Customer\-focused approach with professional telephone etiquette. * Ability to work effectively under pressure. * Ability to work independently and as part of a team. Work Location: In person