Job Description

Job Title HELP DESK OPERATOR

Description

The history and development of the Dutco Group of Companies is inextricably interwoven with that of Dubai itself. The establishment of Dutco dates back to 1947, when the business of Dubai Transport Company began.

Our Businesses include large-scale civil engineering works, mechanical and electrical engineering, facilities management, piling and soil improvement, civil engineering, dredging, survey and reclamation, pipeline engineering, information technology and telecommunications, logistics and freight services, trading and luxury hotel operations.
Dutco Construction Group consists of below industry specific companies:
DutCon (Dutco Construction LLC)
DBB Contracting LLC
BK Gulf LLC
BK Gulf FM
Dutco Interiors
Gulf Cobla LLC

BK Gulf FM
BKG Facilities Management was formed in 1998 and since then has established itself as a leading service provider through its successful delivery of prestigious contracts for renowned clients throughout the UAE. BK Gulf FM offers end to end Integrated FM solutions including mobile applications for 24/7 technical helpdesk support.

Designation: Help Desk Operator
Reports To: Team Leader - Help Desk, Help Desk Manager
Interfaces with: Client, Tenant, FM Engineers, Supervisors, Team Leaders
Function/Role: Help Desk Operator will support the day-to-day operations of the Service Delivery Centre and ensure effective utilization of the CAFM System and/or any other systems used. This is a 'front line' position which requires flexibility, reliability, and a commitment to customer service.

Duties and Responsibilities:
Processing Requests
Respond to requests via phone/email/ word of mouth
Log requests on the CAFM System and/or any other system used ensuring relevant information is captured in real time
Ensure all help desk documentation is updated
Identify request types and priorities and ensures requests are completed in line with the KPI/SLA
Update all request statuses on the CAFM System and/or any other system used
Follow up on outstanding requests with Site Technicians, FM Engineers and Administrators
Update customers on progress of requests
Quality
To comply with the call and email quality monitoring script
Verify through appropriate checks and comparisons that the information received for a request/inquiry is fully understood and accurately captured on the CAFM System and/or any other system used
Ensure all information is documented in accordance with the help desk processes.
To effectively manage customer complaints and capture all relevant details on the CAFM System and/or any other system used
Administration
CAFM System and/or any other system master file data entry as required
General data entry and filing duties
Produce ad-hoc reports from CAFM System and/or any other system as required
Other
Demonstrate flexibility during peak periods, shift changes and unavailability of staff
To proactively identify and highlight process improvements.
Actively participate in on-going professional development activities as requested and attend all company provided training and development programs.
Direct engagement with customers/tenants/clients to coordinate appointments, activities or events on site
To adhere to all departmental and company policies and procedures.
To maintain confidentiality of customer/tenant data.
To carry out any other duties appropriate to the role and level.

Education and Training: Secondary School/Diploma/Any Degree
Experience: 2-4 Years
Languages: Fluency in English & Arabic, Additional Language is a plus
Skills/Ability: Good Communication & Computer Skills
Ability to apply logical or scientific thinking and approach to a practical problem

Designation: Help Desk Operator
Reports To: Team Leader- Help Desk, Help Desk Manager
Interfaces with: Client, Tenant, FM Engineers, Supervisors, Team Leaders
Function/Role: Help Desk Operator will support the day-to-day operations of the Service Delivery Centre and ensure effective utilization of the CAFM System and/or any other systems used. This is a 'front line' position which requires flexibility, reliability, and a commitment to customer service.

Duties and Responsibilities:
Processing Requests
Respond to requests via phone/email/ word of mouth
Log requests on the CAFM System and/or any other system used ensuring relevant information is captured in real time
Ensure all help desk documentation is updated
Identify request types and priorities and ensures requests are completed in line with the KPI/SLA
Update all request statuses on the CAFM System and/or any other system used
Follow up on outstanding requests with Site Technicians, FM Engineers and Administrators
Update customers on progress of requests
Quality
To comply with the call and email quality monitoring script
Verify through appropriate checks and comparisons that the information received for a request/inquiry is fully understood and accurately captured on the CAFM System and/or any other system used
Ensure all information is documented in accordance with the help desk processes.
To effectively manage customer complaints and capture all relevant details on the CAFM System and/or any other system used
Administration
CAFM System and/or any other system master file data entry as required
General data entry and filing duties
Produce ad-hoc reports from CAFM System and/or any other system as required
Other
Demonstrate flexibility during peak periods, shift changes and unavailability of staff
To proactively identify and highlight process improvements.
Actively participate in on-going professional development activities as requested and attend all company provided training and development programs.
Direct engagement with customers/tenants/clients to coordinate appointments, activities or events on site
To adhere to all departmental and company policies and procedures.
To maintain confidentiality of customer/tenant data.
To carry out any other duties appropriate to the role and level.

Education and Training: Secondary School/Diploma/Any Degree
Experience: 2-4 Years
Languages: Fluency in English & Arabic, Additional Language is a plus
Skills/Ability: Good Communication & Computer Skills
Ability to apply logical or scientific thinking and approach to a practical problem

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