Help Desk & CAFM System Coordinator

About the role

The Help Desk & CAFM System Coordinator will oversee the facilities management help desk and CAFM operations, ensuring service requests are logged, assigned, monitored and closed within agreed service levels. The role involves close coordination with technicians, engineers, supervisors and customers to maintain efficient FM service delivery.

Key responsibilities

• Manage daily FM Help Desk and CAFM activities.
• Receive, record, categorize and assign service requests and work orders.
• Monitor work orders against agreed SLAs and escalate overdue activities.
• Coordinate with technicians, engineers, supervisors, customers and service providers.
• Maintain accurate CAFM records, reports and performance information.
• Support and train users on CAFM processes and system functionality.
• Monitor compliance with established help desk procedures.
• Prepare reports on work orders, response times, completion rates and service performance.

Required profile

• Higher education degree.
• Minimum 2 years experience in FM Help Desk, Customer Service, CAFM or a related environment.
• Previous experience operating electronic work management systems.
• Practical experience using a CAFM system (strongly preferred).
• Good understanding of hard and soft FM services.
• Fluent in Arabic and English (mandatory).
• Strong Microsoft Office skills.
• Excellent communication, coordination, organization and problem‑solving capabilities.
• Previous GCC/FM experience is preferred.

Required skills

• CAFM system
• Microsoft Office
• Electronic work management systems