Job Description

Make a difference every day
The Job Opportunity
Serco is currently bidding for a new project in Riyadh and we are looking for a Helpdesk Operator to 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.
Our Helpdesk Operator will typically be reporting to a Supervisor or Team Leader and work collaboratively with other Technicians.
Serco delivers essential public services to customers in KSA on behalf of governments, semi-governments and large private corporations.
The hiring for this position is subject to contract award and will be based in Abu Dhabi.
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 a MUST 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. Ideally a degree 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 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
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.