Helpdesk Operator

About the Role

SNC-Lavalin Fayez Engineering is seeking a Helpdesk Operator to join their team. This full-time position involves providing essential helpdesk functions and supporting the operations team for the Tatweer Schools PPP Wave CAFM & IT project. The role requires 2-5 years of experience and reports directly to the CAFM & IT Manager and Helpdesk Supervisor.

Key Responsibilities

• Provide helpdesk services for managing agent activities related to the Wave1 project.
• Work on a shift basis, which may include weekends and night shifts.
• Assist the operations team with the daily functions of the CAFM system.
• Collaborate with the helpdesk supervisor to generate reports on performance levels.
• Support the implementation of Environmental Health and Safety (EHS) activities and programs, adhering to company ISO accreditation and IMS policies.
• Ensure professional resolution of client issues.
• Meet or exceed targets and KPI requirements established by senior management.
• Understand all necessary programs, systems, and procedures for effective role performance; training will be provided.
• Provide prompt and accurate information to resolve customer inquiries.

Daily Duties

• Establish and maintain effective working relationships and communication channels with peers, clients, and supply chain representatives.
• Maintain good communication with FM staff, vendors, and the supply chain from a helpdesk perspective.
• Perform emergency support duties as required.
• Accurately capture and input all necessary information into systems.
• Maintain close coordination with other team members to ensure operational effectiveness.

Experience and Qualifications

Candidates should possess 2-5 years of relevant experience in a helpdesk or operational support role. A strong understanding of customer service principles and the ability to work effectively in a structured environment are essential.

Work Environment

This is a full-time position that requires flexibility to work various shifts, including weekends and nights, to support continuous operations. The role involves collaboration with internal teams, clients, and external vendors.

Application Process

Interested candidates are encouraged to apply. Salary details will be discussed during the interview process.