Job Purpose

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

Key Responsibilities

Customer Service

• 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 escalate 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.

Reporting

• Run reports to determine WO status and WO performance;

• Properly escalate 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. 

Qualifications & Experience

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;

Skills & Competencies

• 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;

KPIs

• Meeting of relevant contract KPIs

• Asset and system availability

• Meet agreed response timeframes for fault response objectives

• Deliver consolidated reporting for service calls and response/resolution timeframes.

• Develop and implement annual and quarterly improvement plans for AFM Helpdesk functions.