Help Desk & CAFM System Coordinator

About the role

We are looking for a Help Desk & CAFM System Coordinator to lead the daily operations of our facilities management (FM) help desk and Computer‑Aided Facility Management (CAFM) platform. The role ensures that service requests are captured, assigned, monitored and resolved within agreed service levels while supporting users and maintaining accurate system data.

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.
• Good understanding of hard and soft FM services.
• Fluency in Arabic and English (mandatory).
• Strong communication, coordination, organization and problem‑solving abilities.
• Previous GCC/FM experience preferred.

Required skills

• CAFM system usage.
• Electronic work management systems.
• Microsoft Office suite.