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Riyadh, Riyadh, Saudi Arabia
Overview
The focus of this role is to provide prompt and efficient response to client service requests via inbound and outbound telephone calls, e-mails, and web requests as well as management of Helpdesk scope in Computerized Maintenance Management System.
Your role
- Ensure efficient day-to-day running of the Computer Aided Facilities Management (CAFM) solution by maintaining system performance, providing input for configuration tasks, and supporting administration activities to ensure efficient business continuity.
- Support quality checking and integration of data via quality checking on information for compliance with standards and procedures.
- Function as a focus and support point for information and communication between the organization and the customer
- Receive Service Centre requests (telephone calls, e-mails, and reception) from all service areas.
- Initiating of details of all calls into data base and following up details of action and outcome.
- Provides assistance on work order implementation through issuance of update and report generation.
- Dispatches issues as per defined escalation list and monitors unresolved issues.
- Improve the performance and efficiency of the maintenance management system on site through maintaining knowledge-based learning and data collection on integrated workplace management system.
- Update our internal databases with information about technical issues and useful discussions with customers.
- Follow up with customers to ensure their technical issues are resolved.
- Coordinate the creation of new asset codes for property and community management functions to ensure asset/location data is available within systems for executing operations and maintenance tasks.
- Provide accurate data and supporting information for weekly and monthly reporting cycles to ensure management on fully informed on progress.
- Helpdesk shall be in operations 24 hours 365 days a year and shall have on call Manager/Supervisor contactable 24 hours a day and staff will be expected to work as required to operation on a rostered basis
Location
Riyadh, Riyadh, Saudi Arabia
Job Type
Full time
Ref
R-150760
Salary range
-
About you
- University/college degree is an asset.
- High school diploma
- Excellent telephone manner with the ability to accurately follow detailed work procedures and instructions.
- Proficiency with basic computer applications, such as Microsoft Windows, Word, and Excel
- Bilingual language skills a plus, especially Arabic, English, Malayalam, Tagalog, Hindi, and Urdu.
- Ability to communicate effectively at all levels of the organization with a good knowledge Microsoft Office and good keyboard skills.
- Excellent telephone manner, good written communication skills
- Experience as a Customer Support Specialist or similar CS role
- Experience using help desk software and remote support tools.
- Understanding of how CRM systems work.
Why choose AtkinsRéalis?
Wherever you are in your career – and whoever you are – AtkinsRéalis is for you. Here, support and collaboration are a vibrant part of a culture that lets you choose where – and how far – your career can go. Take on projects that push boundaries and drive sustainable impact, surrounded by colleagues who believe there's no limit to how brilliant you can be. It's time to join a like-minded team where you'll be rewarded, supported, and free to be your kind of brilliant.
Rewards & benefits
Explore the rewards and benefits that help you thrive – at every stage of your life and your career.
This includes:
- Tax-free salary.
- Life insurance coverage.
- Medical insurance.
- Annual leave balance.
- Company gratuity scheme.
- Discretionary bonus program.
- Annual flight contribution.
- Transportation & housing allowances.
- Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.
Make it brilliant, a career with AtkinsRéalis
Our supportive, collaborative culture inspires us as a global community every day.
Watch this short film and imagine what you could achieve here, too.
About AtkinsRéalis
We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's'infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.
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