CAFM Helpdesk Operator

Full time na a Laimoon Verified Company no Saudi Arabia

Publicado em January 23, 2025

Detalhes do emprego

Operations & Maintenance, Facility Management. Technical Support and Issue Resolution :

Helpdesk Support :

Provide technical support to users experiencing issues with the CAFM system, including system login problems, data entry issues, or navigation challenges.
Respond to inquiries via phone, email, or helpdesk software, resolving issues in a timely and efficient manner.
Troubleshoot and resolve system-related issues to ensure that users can continue with their tasks without interruptions.

Ticket Management :

Log and track issues reported by users through the helpdesk ticketing system.
Prioritize tickets based on urgency and impact on facility operations, ensuring that critical issues are addressed promptly.
Follow up with users to ensure that their issues are resolved and that they are satisfied with the solution.

System Monitoring and Maintenance :

System Functionality Monitoring :

Monitor the performance of the CAFM system to identify potential issues or system failures.
Ensure that all system functions are running smoothly, such as scheduling, asset tracking, work orders, and reporting.
Alert the relevant team members if issues need escalation or if system downtime occurs.

Data Entry and Updates :

Assist in entering and updating facility management data, such as assets, maintenance schedules, and inventory, into the CAFM system.
Ensure data accuracy and consistency to support effective decision-making and maintenance scheduling.
Help with data migration when required, ensuring smooth transitions from one system version to another.

User Training and Assistance :

User Assistance :

Assist new users in understanding the basic functions and features of the CAFM system.
Provide guidance on how to create work orders, track assets, and run reports within the system.
Offer ongoing support to existing users to improve their proficiency and address any system-related questions.

Training Sessions :

Assist in organizing and conducting basic training sessions for new users of the CAFM system.
Develop and update user guides and FAQs to ensure users have access to helpful resources.
Address common system usage issues through clear communication and training materials.

Collaboration and Reporting :

Collaboration with IT and Facilities Teams :

Work closely with IT and Facilities Management teams to resolve complex technical issues or system upgrades.
Provide feedback to the technical team regarding recurring system problems or user concerns that could be addressed through software improvements.
Assist with system updates, patches, or new feature implementations by testing and ensuring compatibility with current operations.

Reporting and Analytics :

Help generate reports from the CAFM system to support facilities management activities, including maintenance performance, asset utilization, and operational efficiency.
Provide periodic system usage reports to management and identify areas for improvement in system usage or training.

Process Improvement :

Continuous Improvement :

Identify areas where the CAFM system or support processes can be improved to enhance user experience and operational efficiency.
Provide suggestions for new features or functionalities that could improve the overall effectiveness of the CAFM system.

Skills Education and Experience :

Bachelor’s Degree in Information Technology, Facilities Management, or a related field (preferred).
Relevant Certifications in CAFM systems, IT support, or Facilities Management (preferred).
Experience with CAFM software or similar systems (e.g., Archibus, Planon, Maximo, or FM:Systems).

5+ years of experience Skills :

Technical Support : Ability to troubleshoot and resolve technical issues related to software systems and hardware.
Communication : Excellent written and verbal communication skills to interact effectively with users and technical teams.
Problem-Solving : Strong analytical and problem-solving skills to address user issues and system malfunctions.
Customer Service : A customer-focused mindset with the ability to handle user inquiries and resolve complaints efficiently.
Attention to Detail : High level of accuracy when entering data and managing system records.
Time Management : Ability to prioritize tasks effectively and manage time in a fast-paced environment.

Technical Skills :

Familiarity with CAFM software tools and their functionalities.
Basic knowledge of database management and data entry.
Familiar with troubleshooting software issues , system performance monitoring, and issue escalation procedures.
Proficient in using helpdesk software and ticketing systems (e.g., ServiceNow, Zendesk).

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