Helpdesk Operator (Arabic Speaking)

Job description / Role

The purpose of the job is to respond to the requests directed to the Help Desk and monitor and control the daily operations of the building and to record any system anomalies via the CAFM fault recording system for remedial repair and planned preventive maintenance. This role delivers client service by taking inbound calls, receiving email requests, making outbound calls and responding to email requests received in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.

Key Job Responsibilities:
- Attend to calls and requests directed through the switchboard and/or email (24 hours / 7 days per week) relating to the properties
- Record tenant and system fault requests on Concept Evolution CAFM system) accurately.
- Assign, generate and schedule job cards for technicians and building managers
- Communication with site management and staff relating to calls/emails received
- Follow up with clients/tenants and technicians re job cards issued
- Fast and efficient handling of queries with tenants/clients
- Ensure that a high level of service is maintained between tenants/clients, (internal and external)
- Ensuring that the work request is completed in Concept Evolution (either via PDA on site or at the Help Desk)
- Following up on all work requests to ensure they are completed within the KPIs set up in Concept Evolution (based on contractual stipulations as per site)
- Weekly assigning of PPMs
- Updating Concept Evolution accurately and appropriately with feedback from site management and staff
- Adherence to IMS policies and procedures
- Data Entry as assigned by Management
- Attendance, Punctuality & Flexibility with Shifts

Requirements

- Native Arabic Speaking.
- Fluent in spoken and written English skills.
- Excellent Phone Manner
- Excellent data entry skills.
- Minimum level 12 communication studies
- Ability to work in an individual and team environment.
- Well-developed customer service skills.
- Good communication and interpersonal skills at an individual and team level.
- Knowledge of the property and facility management sector
- Technical knowledge of building services operations an advantage
- Experience in use of CAFM system an advantage.

About the Company

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.