Help Desk Administrator

Job description / Role

The position of Help Desk Administrator is a key pivotal role within the Property & Facilities Management business. Listed below are the key tasks associated with this role. The Help Desk Administrator's main focus will be on ensuring that all these tasks are met in a professional and timely manner. You will be expected to be available as business dictates and ensure that adequate cover is provided to maintain the standards of services. As part of the MPFM team you will be expected to attend operational meetings and be proactive in improving the business delivery. You will take ownership of the roles and responsibilities and respect all work colleagues. You will be expected to report immediately any circumstances that might bring the company into disrepute or cause loss/damage to any of the company's or landlord's assets. The primary role is to ensure the Help Desk data is fully up to date, and all instructions to the maintenance department or subcontractors are issued and received in accordance with the service requirements. The Help Desk Administrator will produce timely reports to the Senior Management Team (SMT) in an agreed format.

Duties and Responsibilities:
- To fully understand the full extent of services offered to all clients, by Mirage PFM.
- Preparing and Issuing Planned Preventative Maintenance (PPM) Worksheets for the MPFM staff and subcontractors.
- Preparing and Issuing Reactive Maintenance (RM) Worksheets for the MPFM staff and subcontractors
- Preparing and Issuing Additional Work Orders (AWO) for the MPFM staff and subcontractors
- Receiving and dealing with, in a professional manner, all calls from tenants, landlords and other clients
- Working closely with the other administrators to ensure property management data base is updated with all relevant information needed to ensure smooth running of property leasing / make ready and handover.
- To provide any support to your management and team as required
- To represent the company in a professional manner at all times.
- Ensure that you assist the MPFM Team to implement, operate and maintain effective property inspection programmed.
- To provide reports, that are accurate and factual in the timeframes required by MPFM senior management
- To establish and maintain a positive working relationship with tenants, landlords or their respective representatives.
- To take a pro-active approach to tenant, landlord issues/complaints
- To provide reports to support to the team, when required, in resolving any tenant landlord issues/complaints
- Liaise with the Finance Department on all financial issues required to support Help Desk reports
- To comply fully with Head Office procurement procedures giving one time only accurate information.
- To ensure authorization is given by Landlord or their representative prior to any spend and issue of Additional Work Orders.
- Ensure that both you and your team verify, code and authorize purchase orders in accordance with company procedures
- Ensure that you and your team produce and maintain accurate finance records in accordance with company requirements. All property related finance information to be logged on to the Help Desk System
- To be flexible in approach and carry out any reasonable requests from SMT.
- To give any support and advice to others when requested and ensure that the advice/support given is within your capabilities
- To keep the SMT updated on the operational status of the Service Delivery under your remit
- To refer any operational issues to the SMT that you cannot successfully close out or deal with.
- Have a working knowledge of the requirements of the IMS Manual and Artan Holding procedures.
- To provide support, within your capabilities, in promoting the services of the company
- To administer the Help Desk System to deliver accurate and timely information in accordance with the business requirements.
- To ensure all PPM, RM and AWO instructions are issued, received and logged in the timeframes required by the Business Delivery Model.
- Provide accurate and timely reporting of all operational performance/finances data and report as required by Managing Director. Target = 100% accuracy of all documentation
- To develop and maintain a positive working relationship with landlords, tenants, & all other employees within the Artan Holding group of companies
- To develop and maintain a positive working relationship with the maintenance team and approved suppliers / subcontractors to ensure an efficient service is delivered.
- To manage and check company customer service standards are fully complied with by all team members.

Requirements

- Effective written, verbal and listening communications skills.
- Attention to detail and high level of accuracy.
- Negotiation skills.
- Analytical and problem solving skills.
- Good judgment and decision making skills.
- Excellent interpersonal skills.
- Time management and multitasking skills.
- Customer service orientation.

About the Company

Artan Holding is a Qatari-owned company with a diverse portfolio of businesses including:

• Doha British School Established in 1997, Doha British School delivers the National Curriculum of England from Pre-School to IGCSE and in the Sixth Form International Baccalaureate Diploma.

• City University College is a higher education institution in Qatar that offers recognised UK degrees licensed by the Ministry of Education and Higher Education. City University College is provider of the BTEC and Ulster University Qatar degrees, SI-UK services and IELTS courses. City University College offers alternative routes to university and work, both for high-school students as well as employed people.

• Qatar Skills Academy established in 2010, a training academy providing accredited vocational education and training.

• ACES is a private Education group which owns, manages and operates educational institutions in Qatar with the objective of fostering academic innovation and excellence.

• Mirage International Property Consultants established in 2004, a real estate company specializing in the sale, leasing and facilities management of commercial and residential properties in Qatar and around the world.

• Primepower Middle East specialize in the supply of temporary power solutions to support the increasing demand on the country's infrastructure. from 6kva up to Multi Megawatt modular power systems, there is a solution for every customers requirement.

• House of Architecture and Interiors established in 2012, an architecture and design company offering diversified interiors solutions through integrated services and products.

• Gulf CMS offers a wide-ranging repair service to Qatar customers, including reconditioning. Our well-qualified technicians handle every damage for our customers at our fully equipped maintenance center.

• Ulster University (UU) Qatar operates its branch campus in Qatar in partnership with City University College. Ulster University, Qatar is working to develop a skills-based economy as part of Qatar’s National Vision 2030. Their business expertise, quality teaching and innovation will deliver the future business leaders of Qatar and beyond.

UU Qatar provides students with the skills and knowledge to fuel public and private sector organisations to drive the regional economy. The range of business degree courses on offer including the International Foundation Programme and BSc (Hons) Business Studies.

• SI-UK is a British owned and an official UK University representative, it is the truly global UK focused education agency in the world. It is the official representative of over 380+ Universities & Colleges. Thousands of student university applications are processed every year through its offices globally. In Qatar its office officially represented by City College. SI-UK can assist with your application for foundation, undergraduate or postgraduate programmes.