Helpdesk Operator

Make a difference every day

The Job Opportunity
Since ‎1947, Serco Middle East has been supporting governments to deliver
public services across various sectors (Transport, Healthcare, Citizen
Services and Defence), enabling transformation and ensuring the delivery of
world class services. We are extremely proud of our partnerships with
government and semi-government entities and what we continue to achieve
together.

To support Serco’s continuous delivery of world class services, our team in a
prestigious University based in Abu Dhabi is looking for a Helpdesk Operator
who will respond to the requests directed to the Helpdesk. 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.

In the Middle East, we employ more than ‎5,500 people across four countries
including the United Arab Emirates, the Kingdom of Saudi Arabia, Qatar and
Iraq. Our employees remain our greatest asset.

Key accountabilities 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.

What we are looking for in our candidates Good communication and interpersonal
skills at an individual and team level Ability to work in an individual and
team environment Sound analytical skills Able to work alone with minimal
supervision, or as part of a team.

Specific requirements Minimum two (‎2) years' experience in office environment
using keyboard skills 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 Ideally experience in use of CAFM system as an added advantage Ideally
a diploma holder in business administration or related discipline.

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an
important role to play.
https://www.serco.com/me
We are a team of ‎50,000 people responsible for delivering essential public
services around the world in areas including defence, transport, justice,
immigration, healthcare and citizen services. We are innovators, committed to
redesigning and improving public services for the benefit of everyone.
Join Us
By joining Serco you will have unlimited access to our Global Employee
Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and
SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who
are passionate about diversity, inclusion and belonging.

We take pride in what we do