Helpdesk Operator

at  Serco Plc

Make a difference every day
We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by “Bringing National Visions to Life”.
Your Opportunity
We are looking to hire 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.
The ideal candidate should be an outstanding deliverer of client service by taking inbound calls, receiving email requests received in adherence to procedural, productivity and quality standards with proven problem-solving skills, excellent verbal and written communication skills in English language.
This role will work closely with our technical team and stakeholders in Abu Dhabi
The hiring for this role is subject to contract award.
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.
Specific requirements
Minimum two (3) 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.
What’s in it for you?
At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes:
Competitive monthly pay and allowances that are commensurate with the role and industry standards
Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing
We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards
We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones
We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture
We care deeply about our colleagues’ wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health.
As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally.
Join Us
At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.
Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information

Please refer the Job description for details