Helpdesk Operator Job – Serco Plc Abu Dhabi

The Job Opportunity
Since 1947, Serco Middle East has been supporting governments to deliver public services across various sectors (Transport, Healthcare, Citizen Services and Defence), enabling transformation and ensuring the delivery of world class services. We are extremely proud of our partnerships with government and semi-government entities and what we continue to achieve together.

To support Serco’s continuous delivery of world class services, our team in a prestigious University based in Abu Dhabi is looking for a Helpdesk Operator who will respond to the requests directed to the Helpdesk. Monitor and control the daily operations of the building and to record any system anomalies via the CAFM (Computer Aided Facilities Management) fault recording system for remedial repair and planned preventive maintenance.

In the Middle East, we employ more than 5,500 people across four countries including the United Arab Emirates, the Kingdom of Saudi Arabia, Qatar and Iraq. Our employees remain our greatest asset.

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Key accountabilities Delivers client service by taking inbound calls, receiving email requests received in adherence to procedural, productivity and quality standards Attend to calls and requests directed through the switchboard, radio system and/or email (24 hours / 7 days per week) relating to the properties Answer calls within the agreed KPI (Key Performance Indicator) and fast and efficient handling of queries with clients Record tenant/Client and system fault requests on the CAFM system accurately Assign, generate and schedule job cards for technicians and building managers Communication with site management and staff relating to calls/emails received.

What we are looking for in our candidates Good communication and interpersonal skills at an individual and team level Ability to work in an individual and team environment Sound analytical skills Able to work alone with minimal supervision, or as part of a team.

Specific requirements Minimum two (2) years’ experience in office environment using keyboard skills Excellent Phone Manner Excellent Customer Handling skills Excellent Email Handling Skills Excellent data entry skills Well-developed customer service skills English spoken and written is essential Arabic is preferred but not essential Knowledge of the property and facility management Technical knowledge of building services operations is an advantage Have understanding in the principles of Quality Assurance and working to procedures Have an understanding and experience of using computerised logging systems Ideally experience in use of CAFM system as an added advantage Ideally a diploma holder in business administration or related discipline.

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Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play.
We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Join Us
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

We take pride in what we do

Work Level
Experienced, Mid-Level
Employment Type
Full Time

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