Help Desk Officer

Job Purpose

Serve as the primary contact point for resolving facilities-related issues at an airport, ensuring efficient coordination, prompt responses to service requests, and adherence to safety and operational guidelines.

Key Responsibilities

• Act as the communication bridge among airport operations, facilities management teams, and external service providers.
• Handle incoming communications including calls, emails, and tickets; confirm client details and record them into systems like Maximo.
• Deliver accurate information and appropriate solutions promptly; escalate complicated matters as necessary.
• Track and follow up on service requests and maintenance work orders, providing updates and reports.
• Assist in managing emergency responses and coordinate facilities management actions during urgent incidents.
• Prepare daily and shift reports; suggest enhancements for process improvements.
• Train users on the helpdesk software and maintain detailed records of interactions.
• Maintain exceptional customer service standards and foster a culture prioritizing safety.

Qualifications

• University degree preferably in Business, Operations, or a related domain.
• At least two years of experience in helpdesk support, customer service, or facilities management roles.
• Understanding of facilities management processes including asset lifecycle planning and contract oversight.
• Proficient in Maximo or equivalent facilities management systems.

Skills and Competencies

• Excellent communication and customer service abilities.
• Effective decision-making and problem-resolution skills, particularly under pressure.
• Capability to efficiently manage high volumes of calls and emails.
• Willingness and flexibility to work in rotating shifts, including 24/7 coverage.
• Strong teamwork, meticulous attention to detail, adaptability, and a commitment to integrity.

Performance Metrics

• Meeting established service KPIs and maintaining targeted response times.
• Ensuring precise recording and reporting of all service requests.
• Maintaining high availability and reliability of assets and systems.
• Driving continual enhancements to helpdesk operations.