Help Desk Officer

About This Role

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.