Help Desk Officer

Job Purpose

Help Desk Officer provides the point of contact, and coordination of response for facilities related faults to the Airport’s facilities.

• Coordination point between airport operations and FM maintenance and service providers;
• Obtains client information by answering telephone calls/emails/tickets; verifying information
• Provide accurate, valid and complete information by using the right methods/tools
• Follow up on the timely and efficient service provided should in accordance to the agreed Standard Operating Procedures as well as safety and security standards set by Company
• Respond as required to airport emergencies and coordinating FM emergency activities
• Adhere to all company and client policies and procedures;
• Promote a ‘zero injury’ safety culture throughout the ranks across the facilities and the Facility Management community;
• Promote the Facility Manager, Company in a positive manner at all times – everyone is a customer;
• Coordination with internal and external stakeholders to minimize effects of maintenance and outages on daily operations;
• Monitor and follow up on FM related faults;
• Able to make informed operational decisions and elevate where required;
• Understand and be able to use FM related Business Continuity Plans;
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution when needed;
• Keep records of customer interactions using Maximo, or other approved systems;
• Training new users on software use;
• Manage large amounts of incoming calls/emails/tickets;
• Identifies, researches, and resolves technical problems for end users on a variety of issues;
• Any other duties that may be assigned by the Helpdesk Manager or reporting Director.

• Run reports to determine WO status and WO performance;
• Properly elevate unresolved queries to the next level of support;
• Update customer data and produce activity reports by using Maximo;
• Ensure proper recording, documentation and closure;
• Recommended procedure modifications or improvements;
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting and fault verification;
• Creates and sending the total pending WO report and status report at the end of the shift;
• Log all job requests that are received via telephone, emails forwarding the complaints to the concerned department.

These roles are 24/7/365 roles, and will require the person to work on a shift basis.

Education: Degree Level (minimum), University Degree related Customer Management, Business Management, and Operation Management is desirable

Experience: >2 years’ relevant experience, with increasing levels of responsibility including relevant helpdesk and customer service roles;

• Property and Facilities Management;
• Operations Management;
• Contract management;
• Commercial / Business Management;
• Asset Lifecycle Planning and Scheduling;
• Performance management;
• Policies and procedures;
• Primary Contractor service provision;
• Change and cost / value management;

• Meeting of relevant contract KPIs
• Asset and system availability
• Meet agreed response time frames for fault response objectives
• Deliver consolidated reporting for service calls and response/resolution time frames.
• Develop and implement annual and quarterly improvement plans for AFM Helpdesk functions.