Ticketing Officer

Description

Summary: This role involves comprehensive ticket management, coordination, and communication for maintenance requests, ensuring documentation, reporting, and process compliance. Highlights: 1. Manage and prioritize service tickets accurately and efficiently 2. Act as primary contact for maintenance requests and follow-ups 3. Ensure compliance with company policies and established workflows **Key Responsibilities** **Ticket Management** \-Receive maintenance requests via phone, email, portal, or helpdesk system Log, categorize, and prioritize service tickets accurately in the ticketing system \-Assign work orders to relevant technicians or vendors based on trade, urgency, and availability \-Monitor open tickets and ensure timely progress and closure as per SLAs **Coordination \& Communication** \-Act as the primary point of contact for maintenance requests and follow\-ups \-Communicate job details clearly to technicians, supervisors, and vendors \-Update clients or internal stakeholders on job status and expected completion times \-Escalate critical or overdue tickets to the Facilities Manager or Operations team **Documentation \& Reporting** \-Maintain accurate records of work orders, job descriptions, actions taken, and closures \-Ensure proper documentation such as photos, reports, checklists, and client approvals are uploaded \-Generate daily, weekly, or monthly reports on ticket volume, response times, and SLA compliance \-Support audits by providing ticketing and maintenance records when required **System \& Process Compliance** \-Ensure ticketing activities comply with company policies and contractual requirements \-Follow established workflows for emergency, preventive, and reactive maintenance \-Support continuous improvement of ticketing and service delivery processes **SLA Adherence \& response times** **Ticket Accuracy \& Completeness** Pay: Up to QAR4,500\.00 per month Work Location: In person