About this role
Job Purpose
Serve as the first point of contact for facilities-related issues at the airport, ensuring timely coordination, resolution of service requests, and compliance with safety and operational standards.
Key Responsibilities
Act as liaison between airport operations, facilities management, and service providers.
Manage incoming calls, emails, and tickets; verify client information and log in Maximo or similar systems.
Provide accurate, timely information and solutions; escalate complex issues as required.
Monitor, follow up, and report on service requests and work orders.
Support emergency response and coordinate FM activities during incidents.
Generate daily/shift reports and recommend process improvements.
Train users on helpdesk systems and maintain accurate records.
Ensure excellent customer service and promote a safety-first culture.
Qualifications
Bachelor’s degree in Business, Operations, or related field (preferred).
Minimum 2 years’ experience in helpdesk, customer service, or facilities management.
Knowledge of FM operations, asset lifecycle planning, and contract management.
Proficiency in Maximo or similar FM software.
Skills & Competencies
Strong communication and customer service skills.
Decision-making and problem-solving in high-pressure environments.
Ability to manage high call/email volumes efficiently.
Flexible to work rotating shifts (24/7/365).
Teamwork, attention to detail, adaptability, and integrity.
Performance Indicators
Achievement of service KPIs and response times.
Accurate logging and reporting of requests.
High asset/system availability.
Continuous improvement of helpdesk functions.
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