Helpdesk Operator Serco UAE

Serco presently has an opening for suitably qualified candidates for the role of a Helpdesk Operator. This role will work closely with technical team and stakeholders for their prestigious contract in Zayed University Abu Dhabi. The successful candidate will be responsible to monitor and control the daily operations of the building and to record any system anomalies via the CAFM (Computer Aided Facilities Management) fault recording system for remedial repair and planned preventive maintenance.

Responsibilities of A Helpdesk Operator

• Delivers client service by taking inbound calls, receiving email requests received in adherence to procedural, productivity and quality standards
• Attend to calls and requests directed through the switchboard, radio system and/or email (24 hours / 7 days per week) relating to the properties
• Answer calls within the agreed KPI (Key Performance Indicator) and fast and efficient handling of queries with clients
• Record tenant/Client and system fault requests on the 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.

Requirements for Role of Helpdesk Operator

The eligibility requirements for role of Helpdesk Operator are as under:

• Diploma holder in business administration or related discipline.
• Minimum 2 years of experience in office environment using keyboard skills.
• Experience in use of CAFM system as an added advantage.

Knowledge & Skills Desired

• Excellent Phone Manner.
• Excellent Customer Handling skills.
• Excellent Email Handling skills.
• Excellent data entry skills.
• Well-developed customer service skills.
• English spoken and written is essential.
• Arabic is preferred but not essential.
• Knowledge of the property and facility management.
• Technical knowledge of building services operations is an advantage.
• Have understanding in the principles of Quality Assurance and working to procedures.
• Have an understanding and experience of using computerised logging systems.

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