Helpdesk Operator

Role Overview

The Helpdesk Operator plays a critical role in the Facilities Management operations at Mannai Energy, acting as the central communication point between clients, technicians, and internal teams. The role involves managing the CAFM system, tracking service requests, ensuring SLA compliance, and generating accurate, actionable reports. This position requires strong organizational skills, technical understanding, and the ability to handle multiple contracts with varying KPI frameworks.

Key Responsibilities

• Manage and operate the CAFM/Helpdesk system to log, track, and close service requests and incidents.
• Act as the single point of contact for all service-related communication at the site.
• Monitor service performance against defined

  KPIs and SLAs

  for multiple client contracts.

• Coordinate with site technicians and clients

  , providing remote support via email, calls, or messaging.
• In case of

  network or connectivity issues at the site

  , take ownership to

  update the CAFM system on behalf of the site team

  , ensuring no data loss or delay in service records.
• Interpret and apply

  contract-specific KPI matrices

  ,ensuring compliance and timely escalation of breaches.
• Maintain full awareness of the

  contract obligations

  , including cost recovery items, exclusions, and performance targets.
• Coordinate with both

  clients and field technicians

  to ensure smooth communication and effective issue resolution.
• Verify that

  job cards

  are accurately filled, including technician details, actions taken,

  spares/consumables used

  , and remarks.
• Identify and flag

  chargeable vs. non-chargeable

  works in line with contract terms and ensure proper documentation.
• Generate scheduled and ad-hoc

  reports

  from the CAFM system, and customize them as required for management reviews and client meetings.
• Track repeated faults, SLA trends, and other insights to support continuous improvement and operational efficiency.
• Conduct follow-ups to confirm job closures and client satisfaction.
• Support onboarding of new contracts in the system, including setting up workflows and report templates.
• Generate daily, weekly, and monthly

  reports

  , customized to meet site-level and management requirements.
• Participate in governance calls and support root cause analysis of recurring service issues.
• Collect and log

  customer feedback

  post service request closure, either through direct calls, system prompts, or feedback forms.

Qualifications & Skills

• Diploma or Degree in Engineering, Facilities Management, IT, or related field.
• 24 years of experience in a helpdesk or CAFM-related role within the FM or building services industry.
• Strong knowledge of

  CAFM platforms

  (e.g., Facilio, FSI, IBM Maximo, etc.).
• Understanding of

  KPI/SLA frameworks

  , service level agreements, and contract-based performance tracking.
• Familiarity with

  preventive and corrective maintenance processes

  .
• Ability to coordinate with technical teams, vendors, and clients professionally.
• Proficient in MS Excel, Word, and reporting tools.
• Strong communication, problem-solving, and multitasking abilities.