Helpdesk Operator

Overview

First point of contact for FM service requests, coordinating teams & reporting.

Key Responsibilities

• reporting
• request tracking
• cafm logging
• issue escalation
• client liaison
• compliance

Tasks

-Generate daily, weekly, and monthly reports on helpdesk performance. -Track and monitor service requests to ensure timely completion. -Log all requests accurately in the CAFM system and assign tasks to relevant teams. -Escalate unresolved issues to supervisors or technical teams as needed. -Maintain accurate records of all service requests and resolutions. -Liaise between clients, contractors, and internal FM teams to ensure smooth operations. -Respond to incoming calls, emails, and service requests promptly and professionally. -Provide updates to clients on the status of their requests. -Ensure adherence to company policies, health and safety standards, and service level agreements (SLAs). -Support continuous improvement initiatives for helpdesk operations.

Requirements

• cafm
• ms office
• bsc degree
• 3+ years
• sla management
• problem solving

What You Bring

-Ability to multitask and work under pressure. -Strong communication and interpersonal skills. -Knowledge of SLA management and KPI reporting. -Basic understanding of FM services and workflows. -Experience in handling large-scale FM operations. -Minimum 3 years of experience in the same position within the Facilities Management (FM) field. -Customer-focused with problem-solving abilities. -Familiarity with CAFM systems and MS Office applications. -Fluency in Arabic and English (spoken and written). -Diploma or BSc degree in a relevant field (Facilities Management, Administration, or related discipline).

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Benefits

-Company gratuity scheme. -Remote work opportunities outside of country. -Discretionary bonus program. -Generous annual leave balance. -Relocation assistance. -Annual flight contribution. -Transportation & housing allowances (available for remote work locations). -Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition. -Comprehensive life insurance coverage. -Tax-free salary. -Premium medical insurance for you and your dependents. -Flexible and hybrid work solutions.

About Atkinsréalis

-Its tech‑forward Richland Technology Center supports robotics, digital and net‑zero innovation in energy and cleanup. -A nuclear engineering pioneer, it’s the owner’s engineer for U.S. small modular reactor projects and refurbishments. -A trusted tolls and highway consultant, it supports major state DOTs.

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