Position Purpose

The Service Desk Officer serves as a critical link between United Arab Emirates University Khadamat Facilities Management, playing a vital role in day-to-day operations and strategic initiatives. This shift-based, front-line position reports directly to the Service Desk Supervisor and demands a high level of flexibility, reliability, and dedication to exceptional customer service. The officer is responsible for efficiently managing a range of tasks, including but not limited to, processing requests, maintaining quality standards, administrative duties, and information security. They also take on the role of an inter-departmental liaison to ensure seamless communication and service delivery, while continuously striving for process improvements and compliance with international standards such as ISO 9001:2015. The officer plays an integral part in driving customer satisfaction, capturing key performance indicators, and elevating the overall customer experience.

Role Description

Processing Requests

• Respond to requests via phone, email, radio, MS Teams, and word of mouth.
• Log requests on CAFM Software (Computer Assisted Facilities Management) ensuring real-time information capture.
• Organize and prioritize normal workloads and manage own workload effectively.
• Identify and categorize request types, updating their statuses on Concept Evolution.
• Follow up on outstanding requests and keep customers updated.
• Willing to work during weekends and public holidays.
• Facilitate inter-departmental communication to ensure seamless service delivery.
• Conduct regular team meetings to discuss performance metrics, customer feedback, and areas for improvement.

Quality Management

• Comply with call and email quality monitoring scripts.
• Possess the ability to accurately discern and categorize customer inquiries, complaints, requests, and commendations.
• Verify and capture information accurately on CAFM Software (Computer Assisted Facilities Management).
• Manage customer complaints and document all relevant details.
• Identify areas of improvement for service desk processes and propose actionable solutions.
• Analyze historical data to identify trends and share insights with concerned departments.
• Comply with international standards, including but not limited to Quality Management Systems (ISO 9001:2015).
• Onboard and train new Service Desk team members.
• Participate in change management processes, including the planning and implementation of new services or modifications to existing services.

Administration

• Concept Evolution master file data entry as needed.
• General data entry and filing duties.
• Produce ad-hoc reports from Concept Evolution.
• Compile specialized reports and share them with other internal departments as requested.
• Create and maintain a dashboard for real-time tracking of key performance indicators (KPIs).
• Prepare monthly or quarterly performance reports summarizing Service Desk activities.

Scope and Complexity

• Direct interaction with staff and faculty of the UAE University via multiple channels.
• Utilize training to determine task priorities and effective responses.
• Manage multiple tasks simultaneously and accurately.

Emergency Response and Decision Making

• Act as a representative of management during off-core hours, making critical decisions as the situation demands.
• Assess reported emergencies, determining the appropriate response, and make on the spot decision when necessary.

Health and Safety (QHSE) Job Responsibilities

• Comply with organizational QHSE policies.
• Report hazards and incidents.
• Participate in QHSE training, programs, audits, and inspections.

Information Security Responsibilities

• Protect all information assets including electronic and paper-based data.
• Identify suspicious emails, quarantine them, and escalate to the concerned department.
• Ensure compliance with legal and organizational policies related to data protection and privacy.

Others

• Demonstrate flexibility during peak periods and during staff unavailability.
• Proactively identify and suggest process improvements.
• Participating in professional development activities.
• Directly engage with customers for event coordination on Campus.
• Maintain customer data confidentiality.
• Identify communication gaps between the Service Desk and other departments or customers, proposing solutions.
• Be responsible for customer experience and escalate repeated concerns accordingly.
• Identify outdated processes consuming unnecessary resources and propose alternatives.
• Be prepared to handle emergency situations, following established protocols.
• Document and report any emergency situations or crises, detailing the response and any areas for improvement.
• Customer Relationship Management.
• Conduct customer satisfaction surveys and analyze the results for continual service improvement.
• Develop and maintain FAQs or knowledge bases to facilitate self-service for common issues.

Knowledge, Skills, and Experience

Education & Certification Requirement

• Bachelor’s degree in any field or relevant experience.

Experience

• Minimum of 3 years’ experience in Facilities Management, with a focus on Service Desk Operations.
• At least 2 years of experience in a customer service role, preferably in a high-traffic call centre or help desk environment.
• Some experience in data analytics with the purpose of generating actionable reports.

Job Specific Technical Skills

• Proficiency in CAFM (Computer Assisted Facilities Management) software and other management systems like CMMS/CRM/CMS.
• Technical background in Concept Evolution or similar software platforms is highly desirable.
• Advanced proficiency in MS Office Suite, particularly in Excel for data analytics and reporting.

Language Skills

• Fluent in both English and Arabic, with excellent oral and written communication abilities.

Skills

• Exceptional communication and interpersonal skills, able to effectively liaise with stakeholders at all organizational levels.
• Proven ability to manage time and workload efficiently, with strong prioritization skills.
• Exceptional organizational and planning abilities.
• Keen attention to detail, coupled with a commitment to accuracy and quality.
• Aptitude for rapid learning and assimilation of new information and systems.
• Capacity for independent decision-making and problem-solving.
• Resilience under pressure and the ability to maintain a customer-centric approach during high-stress situations.
• Strong team player with a collaborative mindset.
• Data analytics skills with a focus on Microsoft Excel, including pivot tables, VLOOKUPs, and complex formula creation for data analysis.

Behavioral Competencies / Attributes

Communication & Customer Focus

• Articulates ideas and information clearly in both written and verbal forms.
• Maintains active listening and prioritizes customer needs, striving for satisfaction even in challenging interactions.

Teamwork & Collaboration

• Work effectively in team settings, showing respect for different viewpoints and assisting colleagues as needed.
• Foster a collaborative environment and actively shares information.

Accountability & Professionalism

• Take responsibility for actions and results, admitting mistakes when they occur.
• Uphold ethical standards and company policies, maintaining a professional demeanor in all interactions.

Problem-Solving & Decision-Making

• Employs critical thinking to evaluate complex situations.
• Make informed decisions quickly, especially in high-stakes or time-sensitive situations.

Adaptability & Continuous Improvement

• Adapts to changing conditions and seeks out opportunities for improvement.
• Committed to professional growth through continuous learning and skills development.

Results Driven & Time Management

• Prioritizes tasks effectively to meet objectives, both individually and as part of a team.
• Manages time wisely to maximize productivity and achieve desired outcomes.