Operator Work Control Center-Help Desk (AG - 953)

Asiapower Recruitment Consultants

ASIAPOWER OFFICE TIMING: 10.00 AM TO 6.30 PM (MONDAY TO SATURDAY)

Urgently required for a leading Engineering & Construction Company involved in Operation & Maintenance of Facility Management Industry in Saudi Arabia.

Main Purpose of the Job

As an operator Help Desk accurately manages and input information received vis phone calls, emails, or client help desk from client representatives, users or building occupants into the CAFM/CMMS system to register tickets and to dispatch to field operatives and to the work control center for further process, to ensure compliance with ESOM's procedures for both manual and computerized data records and reports. This role involves overseeing the entry, storage, dispatch information and provides feedback to the requester.

Main Competencies required for the Position

The main competencies required for the job position of Operator-Control Room are:

-Problem solving

-LAN knowledge

-Verbal communication

-Operating systems

-Phone skills

-Customer service

-Quality focus

-PC proficiency

-System administration

-Understanding of system monitoring and control processes.

-Understanding of protocols; when to silence or when to cancel alarm, when to notify whom, etc.

-Strong problem-solving skills to identify and address system issues.

-Ability to follow standard operating procedures and protocols.

-Effective communication and collaboration skills to work with team members and stakeholders.

Main Duties / Responsibilities

The main duties and responsibilities of the job position of Operator-CAFM are:

-Input asset information accurately into the CAFM/CMMS system, adhering to ESOM's procedures for both manual and computerized data records and reports.

-Verify the proper entry, storage, and maintenance of asset data within the system.

-Enter asset data and request details into the database program.

-Initiate Reactive Maintenance (RM) work orders for technical staff as required.

-Scrutinize data records, both manual and computerized, for precision, clarity, and potential damage.

-Automatically generate reports on completed PPM and RM activities to assess their status.

-Efficiently produce periodic reports for client reporting, ensuring precision in the presented information.

-Create and finalize work schedules, then follow up with relevant personnel to ensure the timely closure of completed tasks in the system.

-Monitor system dashboards and alerts to detect and address anomalies.

-Organize, classify, file, and retrieve information based on content, purpose, user criteria, or numerical order following ESOM's filing system.

-Document material movement through the computer system.

-Implement data quality control measures to minimize errors in the CAFM system.

-Collaborate with various departments to input, update, and maintain accurate data within the CAFM system.

-Execute routine system tasks and processes as necessary.

-Collaborate with IT security teams to enforce access controls and data encryption.

-Collaborate with various departments to input, update, and maintain accurate data within the CAFM system.

-Generate and analyze reports from the CAFM system to provide insights into facility performance, space utilization, and asset management.

-Communicate with customers, employees, and other individuals by Help Desk action and to impart.

-Offer hands-on training and assistance to end-users during system implementation and updates.

-Communicate with customers, employees, and other stakeholders through Help Desk actions, providing information on the status of work orders.

-Report any system issues or user concerns to the Supervisor promptly.

-Update and close completed tasks within the system to maintain accurate and up-to-date records.

-Create a comprehensive knowledge base as a reference for common tasks.

-Document troubleshooting steps and resolutions for common issues.

-Facilitate regular communication channels to keep end-users informed of system enhancements.

-Collaborate with IT teams to ensure alignment between CAFM system operations and broader IT strategies.

-Provide hands-on training and assistance to end-users during system implementation and updates.

-Communicate with customers, employees, and other stakeholders through Help Desk actions, providing information on the status of work orders.

-Collaborate with relevant personnel to follow up on completed tasks in the system.

-Communicate with IT security teams to enforce access controls and data encryption.

-Collaborate with IT teams internally to ensure alignment between CAFM system operations and broader IT strategies.

-Report any system issues or user concerns externally to the Supervisor promptly.

Minimum qualifications / educational levels required for this position

-High diploma, or equivalent

-Prior information technology or systems administration experience

-Familiarity with telephone, office, and point-of-sale software a plus

-Diploma or Degree in Technical Management, MIS or related field.

Selection Criteria

-Strong problem-solving skills and ability to identify and address system issues.

-Effective communication and collaboration skills for working with team members and stakeholders.

-Ability to follow standard operating procedures and protocols.

Special Conditions

-Availability to work in a control room environment with rotating shifts, including evenings, weekends, and holidays.

-Physical capability to sit or stand for extended periods and operate control room equipment.

What minimum experience is required for this position

-2 year experience in Help Desk operation

-Experience in operating CAFM system preferably MAXIMO is a plus