Help Desk & CAFM Officer

About the role

The Help Desk & CAFM Officer will be the central point for all facilities management (FM) service requests, ensuring they are logged, assigned, monitored and resolved within agreed service levels. The role combines help‑desk coordination with the administration of the Computer‑Aided Facility Management (CAFM) system to support efficient FM operations.

Key responsibilities

• Receive, record, categorize and assign FM service requests and work orders.
• Monitor work orders against SLA targets and trigger escalations for overdue items.
• Coordinate daily activities with technicians, engineers, supervisors, customers and external service providers.
• Maintain accurate CAFM records, generate performance reports and track key metrics such as response times and completion rates.
• Provide user training and ongoing support for CAFM processes and system functionality.
• Ensure compliance with established help‑desk procedures and continuously improve service delivery.

Required profile

• Higher education degree.
• Minimum 2 years of experience in FM help‑desk, customer service, CAFM or a related environment.
• Previous experience with electronic work‑management systems.
• Fluent in Arabic and English (mandatory).
• Strong communication, coordination and problem‑solving abilities.
• Prior GCC or FM experience is preferred.

Required skills

• CAFM system usage.
• Microsoft Office proficiency.
• Electronic work‑management systems.