JOB DESCRIPTION / ROLE
One of our clients, a well known facilities management company is currently recruiting for a Service Desk Officer to be based in Al-Ain. In this role, you will be supporting the day to day front desk and ensure effective utilization of the company’s cloud-based software. You will reporting to the Service Desk Supervisor and will be having a shifting schedule and a ‘front line’ position which requires flexibility, reliability and a commitment to customer service.
Your responsibilities include but is not limited to:
• Provide exceptional support via telephone, email and radio
• Handle the variety of walk-in requests to the Service Desk in a professional manner.
• Effectively communicate and understand the request/inquiries of the customer
• Accurately log-in complete details of request via company software
• Identify requests types and update their statuses on the cloud-based software
• Do follow-ups and provide assistance on outstanding requests
• Update customers on progress of their requests
• Manage and prioritize own workload and make decisions with minimal supervision
• Administer several tasks simultaneously without error
• Utilize cloud-based software for master data entry and filing
• Produce ad-hoc reports from cloud-based software as required using MS Office
• Maintain confidentiality of customer data
• Carry out any other duties as required to your role and level
REQUIREMENTS
To be considered for this role, you need to meet the following criteria:
• Fluent in both Arabic and English language (Speaking and writing)
• Excellent and effective communication skills - able to liaise with staff at all levels
• Minimum 2-years experience as a help desk/call centre with a facilities management background
• A Bachelor Degree holder
• Familiar with CMMS/CRM/CMS
• Experience in using Concept Evolution System is a strong advantage
• In depth knowledge of MS Office
• Willing to be in a shifting schedule
• Willing to work during weekends and public holidays
• Able to be flexible during peak business periods
ABOUT THE COMPANY
Black Pearl is a human resources and recruitment agency that provides a holistic business and talent solution in a progressive, dynamic, and efficient way.
We pride ourselves as a unique black pearl and strive to delight our clients with a personalized partnership that helps them propel towards success.
Whether you need to find top talent, your next great job opportunity, or a consulting solution for managing your business, engaging employees, evolving your work culture, planning your people strategy, or resourcing challenges, we can help.
