Help Desk & CAFM System Coordinator

Job Summary

The Help Desk & CAFM System Coordinator will coordinate FM help desk activities and CAFM operations, ensuring service requests are accurately logged, assigned, monitored, escalated, and closed within agreed service levels.

Job Summary

The Help Desk & CAFM System Coordinator will coordinate FM help desk activities and CAFM operations, ensuring service requests are accurately logged, assigned, monitored, escalated, and closed within agreed service levels.



Key Responsibilities

• Manage daily FM Help Desk and CAFM activities.
• Receive, record, categorize, and assign service requests and work orders.
• Monitor work orders against agreed SLAs and escalate overdue activities.
• Coordinate with technicians, engineers, supervisors, customers, and service providers.
• Maintain accurate CAFM records, reports, and performance information.
• Support and train users on CAFM processes and system functionality.
• Monitor compliance with established help desk procedures.
• Prepare reports on work orders, response times, completion rates, and service performance.

• Higher education degree.
• Minimum 2 years' experience in FM Help Desk, Customer Service, CAFM, or a related environment.
• Previous experience operating electronic work management systems.
• Practical experience using a CAFM system is strongly preferred.
• Good understanding of hard and soft FM services.
• Fluent in Arabic and English – mandatory.
• Strong Microsoft Office skills.
• Excellent communication, coordination, organization, and problem-solving capabilities.
• Previous GCC/FM experience is preferred.