Helpdesk Operator

Job Description

Helpdesk Operator

Full-time Entities: Besix Construct L.L.C.

Company Description

Six Construct , a subsidiary of the BESIX Group, is the largest Belgian construction company operating in the Middle East. The company combines the efforts of a highly skilled workforce, along with strategic planning and innovative use of technology to overcome the most complex business challenges. Six Construct is a multi-services company that operates in the construction of commercial and residential buildings, sport and leisure facilities, infrastructure and marine-related projects. The company currently employs a workforce of 16,000 in the Middle East, and a total of 19,000 worldwide.

Job Description

Telephone Handling & Help Desk (CAFM)+

Answer inbound calls and log them on CAFM.

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Make outbound calls to process customer complaints.

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Maintain helpdesk-related documents.

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Ensure smooth coordination between help desk and operations.

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Maintain knowledge of helpdesk policies and procedures.

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Achieve key performance indicators (KPIs) and support team members.

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Proactively monitor and address outstanding maintenance calls.

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Gather feedback from departments and update customers.

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Coordinate with helpdesk operators.

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Ensure timely completion of work as per service level agreement.

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Update and maintain CAFM data.

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Issue maintenance plans monthly and ensure compliance.

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Complete task-related data loading on CAFM.

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Manage helpdesk requests via email, chat, and WhatsApp.

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Maintain efficient filing systems.

Ensure compliance with company policies and procedures. Participate in special projects and support organizational functioning. Undertake additional duties as required for smooth departmental operation. Adhere to company policies and procedures. Promote and implement equal opportunities policies. Comply with safeguarding commitments. Manage risk and ensure compliance with health and safety policies.

Qualifications

Minimum 2 years of relevant experience in customer service & call centre, preferably in Facility Management industry. Graduate in Higher Secondary School; Bachelor's degree in any stream is a plus. Sound knowledge in MS – Office, telephone etiquette, customer services certifications. Excellent communication skills in English & Arabic read & write Basic report writing skills. Team player. Customer Relationship Management The ability to listen to others understand and interpret their views analysis and provided advice/solutions. Excellent oral and written communication skills with the ability to communicate effectively with both technical and non–technical staff. Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organization. Must be able to set and negotiate priorities with the customer & contractors for themselves, and subsequently programs workload to achieve results and meet deadlines. Able to concentrate and focus on a range of issues. Capable of working in a demand driven service. Process and Procedure writing skills.

Additional Information

We believe our employees are key to our success, hence, we offer an inspiring working environment where our people feel rewarded & engaged. Career opportunities & training programs are offered to help you develop both personally and professionally and we offer attractive additional benefits to your monthly remuneration
Helpdesk Operator
Abu Dhabi - United Arab Emirates * Full-time