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Job description / Role
Key purpose
Operate within the Abu Dhabi Global Market General Services Department by receiving and processing technical support requests from members of Abu Dhabi Global Market.
Reason for role
Client’s (ADGM’s) request to establish a supportive role for addressing technical support requests from ADGM Staff.
Structure and reporting relationship
Reports to Serco’s Key IFS Account Manager for ADGM.
Key accountabilities
• Respond to technical support requests received by ADGM General Services Department or raised directly by the tenants
• Raise helpdesk requests for facilities management services provided by Serco at ADGM Building (maintenance, cleaning, pest control, security, lost and found, etc.)
• Coordination with Serco’s onsite team for fulfilling technical support requested by ADGM and within Serco’s scope of works.
• Technical support with managing of events hosted by ADGM.
• Communication and Liaison with technical contractors and vendors hired by ADGM.
• Monitor and supervise vendors and subcontractors hired by ADGM to ensure they comply with the site regulations laid out by Serco.
• Oversee that vendors hired by ADGM adhere to Risk Assessments / Method Statements of all undertaken projects to ensure safe working practices.
• Manage subcontractors and vendors hired by ADGM towards delivering their scope of work agreed with ADGM to the optimal standard and quality.
• Liaison with Serco for issuing work permits for above contractors
• Document control and book keeping of technical documentation
• Operational support for the Facilities Manager of ADGM
• Converse and respond professionally to ADGM staff requesting technical support.
• Adhere to all HSE requirements and Codes of Conduct of the company of both Serco and ADGM
• Use safety equipment (including PPE) as required and intended and observe that this is also enforced among subcontractors and third parties hired by ADGM and working in their controlled premises/systems.
• Lead by example and look at ways to conserve energy, water, and valuable resources. Work with ADGM towards minimizing the generation of waste across ADGM departments and raise recommendations on how to improve existing processes within ADGM in this regard
• Interim reporting of operations and key issues to Serco’s Key Account Manager for ADGM
Essential technical and professional skills, knowledge and qualifications
Knowledge:
• Mechanical or Electrical Engineering or Technical Degree
• Technical office assets including but not limited to (IT and Communication systems, air conditioning furniture, office supplies and furniture, lighting, etc.)
• Helpdesk and customer service systems
• HSE requirements and Codes of Conduct
• Microsoft Office
• Fluent in English. Arabic is a considerable advantage.
Skills:
• Excellent communication skills both written and oral with the ability to communicate with people from various backgrounds and standing
• Ability to liaise in a professional and persuasive manner with staff at all levels in the organization
• Ability to handle confidential information in strict confidence
• Ability to work with high integrity and minimum supervision
• Excellent interpersonal skills
• Energetic and strong personality
Experience:
• At least 3 years’ experience in client service/client facing related services.
• At least 3 years’ experience in a technical support role.
• Experience in liaising with various technical departments as per discipline.
Additional / special features of the role
• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE Key purpose
Operate within the Abu Dhabi Global Market General Services Department by receiving and processing technical support requests from members of Abu Dhabi Global Market.
Reason for role
Client’s (ADGM’s) request to establish a supportive role for addressing technical support requests from ADGM Staff.
Structure and reporting relationship
Reports to Serco’s Key IFS Account Manager for ADGM.
Key accountabilities
• Respond to technical support requests received by ADGM General Services Department or raised directly by the tenants
• Raise helpdesk requests for facilities management services provided by Serco at ADGM Building (maintenance, cleaning, pest control, security, lost and found, etc.)
• Coordination with Serco’s onsite team for fulfilling technical support requested by ADGM and within Serco’s scope of works.
• Technical support with managing of events hosted by ADGM.
• Communication and Liaison with technical contractors and vendors hired by ADGM.
• Monitor and supervise vendors and subcontractors hired by ADGM to ensure they comply with the site regulations laid out by Serco.
• Oversee that vendors hired by ADGM adhere to Risk Assessments / Method Statements of all undertaken projects to ensure safe working practices.
• Manage subcontractors and vendors hired by ADGM towards delivering their scope of work agreed with ADGM to the optimal standard and quality.
• Liaison with Serco for issuing work permits for above contractors
• Document control and book keeping of technical documentation
• Operational support for the Facilities Manager of ADGM
• Converse and respond professionally to ADGM staff requesting technical support.
• Adhere to all HSE requirements and Codes of Conduct of the company of both Serco and ADGM
• Use safety equipment (including PPE) as required and intended and observe that this is also enforced among subcontractors and third parties hired by ADGM and working in their controlled premises/systems.
• Lead by example and look at ways to conserve energy, water, and valuable resources. Work with ADGM towards minimizing the generation of waste across ADGM departments and raise recommendations on how to improve existing processes within ADGM in this regard
• Interim reporting of operations and key issues to Serco’s Key Account Manager for ADGM
Requirements
Knowledge:
• Mechanical or Electrical Engineering or Technical Degree
• Technical office assets including but not limited to (IT and Communication systems, air conditioning furniture, office supplies and furniture, lighting, etc.)
• Helpdesk and customer service systems
• HSE requirements and Codes of Conduct
• Microsoft Office
• Fluent in English. Arabic is a considerable advantage.
Skills:
• Excellent communication skills both written and oral with the ability to communicate with people from various backgrounds and standing
• Ability to liaise in a professional and persuasive manner with staff at all levels in the organization
• Ability to handle confidential information in strict confidence
• Ability to work with high integrity and minimum supervision
• Excellent interpersonal skills
• Energetic and strong personality
Experience:
• At least 3 years’ experience in client service/client facing related services.
• At least 3 years’ experience in a technical support role.
• Experience in liaising with various technical departments as per discipline.
Additional / special features of the role
• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process
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.