Helpdesk Operative (Saudi National)

• Ensure efficient day-to-day running of the Computer Aided Facilities Management (CAFM) solution by maintaining system performance, providing input for configuration tasks, and supporting administration activities to ensure efficient business continuity.
• Support quality checking and integration of data via quality checking on information for compliance with standards and procedures.
• Function as a focus and support point for information and communication between the organization and the customer
• Receive Service Centre requests (telephone calls, e-mails, and reception) from all service areas.
• Initiating of details of all calls into data base and following up details of action and outcome.
• Provides assistance on work order implementation through issuance of update and report generation.
• Dispatches issues as per defined escalation list and monitors unresolved issues.
• Improve the performance and efficiency of the maintenance management system on site through maintaining knowledge-based learning and data collection on integrated workplace management system.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Follow up with customers to ensure their technical issues are resolved.
• Coordinate the creation of new asset codes for property and community management functions to ensure asset/location data is available within systems for executing operations and maintenance tasks.
• Provide accurate data and supporting information for weekly and monthly reporting cycles to ensure management on fully informed on progress.
• Helpdesk shall be in operations 24 hours 365 days a year and shall have on call Manager/Supervisor contactable 24 hours a day and staff will be expected to work as required to operation on a rostered basis

• University/college degree is an asset.
• High school diploma
• Excellent telephone manner with the ability to accurately follow detailed work procedures and instructions.
• Proficiency with basic computer applications, such as Microsoft Windows, Word, and Excel
• Bilingual language skills a plus, especially Arabic, English, Malayalam, Tagalog, Hindi, and Urdu.
• Ability to communicate effectively at all levels of the organization with a good knowledge Microsoft Office and good keyboard skills.
• Excellent telephone manner, good written communication skills
• Experience as a Customer Support Specialist or similar CS role
• Experience using help desk software and remote support tools.
• Understanding of how CRM systems work.

• Tax-free salary.
• Life insurance coverage.
• Medical insurance.
• Annual leave balance.
• Company gratuity scheme.
• Discretionary bonus program.
• Annual flight contribution.
• Transportation & housing allowances.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.

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