Service Desk Officer
Khadamat Facilities management LLC
مجموع سنوات الخبرة :8 years, 8 أشهر
April '09 - up to date Khadamat Facilities management LLC; A joint venture between Serco Holdings Ltd. UK and Mubadala Development Company PJSC, Abu Dhabi.
Provide a responsive and customer focused help desk service including:
Receiving and logging requests into the FM easy system.
Identifying work types and priorities.
Creating work orders.
Updating system and customers on progress of the requests.
Good command of FM easy system.
Regularly review service levels and propose ideas for improvement.
Supervise the contractors providing the services, including determining the damages.
Provide monthly reports to the line manager.
Development and motivation of the help desk, cleaning and waste management teams to ensure correct focus and attitude with intention to service levels and individual KPI’s and roles and responsibilities.
Ability to provide training for staff.
Complete assigned tasks within given deadlines.
Attend department monthly meeting.
Ensuring that all reporting systems are being met correctly and within agreed timescales.
Monitor the quality of the work carried out by the helpdesk.
Ensuring internal and external staff adheres to the assigned job.
Perform regularly scheduled building inspections and determine which issues needs to be addressed.
Handle official complaints and conduct an internal investigation, and replies to the UAEU concerned staff.
Dispatching maintenance & preventive maintenance to technicians on site
May '09 - March '09 RAK BANK
(Dubai)
Bank Collection Officer:
• Responsible for monitoring and rehabilitation of delinquent and over-limit accounts and to minimize delinquent accounts and contain flow through to the next cycle.
• Resourcefulness in securing Promises to pay..
• Review and recommend enhancements to improve current work flow/processes to minimize manual input to increase operational efficiency.
• To create a professional and friendly environment providing fast, flexible and efficient service to our customers.
October '08 - April '09 Spectrum real estate asset management
(Dubai Health care City)
Team Administrator specialist:
• Project management and supervising and coordinating work of contractors.
• Checking that agreed work by staff or contractors has been completed satisfactorily and following up on any deficiencies.
• Responding appropriately to emergencies or urgent issues as they arise.
• Achievement of agreed service levels and to lead on improvement.
Octorber '05 - August '08 Dubai Technology and Media Free zone
Authority "TECOM"
Customer Care Specialist:
• Handle all sorts of inquiries via Telephone.
• Project calls handled at present: Dubai International Film Festival (DIFF), Dubai Health Care City (DHCC), Dubai Industrial City, BAWADI and Dubai International Financial Centre (DIFC)
• Project calls handled earlier: Dubai Properties (The Villa, Cultural Village, Tijarah Town, Business Bay, Jumeirah Beach Residence, The Lagoons, Dubai Internet City and Dubai Media City & Knowledge Village.
• Receive calls as per department guidelines to provide prompt response and superior service.
• Responsible to probe the caller to understand the nature of the situation.
• Direct customers' inquiries, requests and support issues promptly to the respective units for necessary action and follow ups.
• Provide customers' with all the information needed about the different projects handled.
Oct '03 - Jan '05 Xclusive FZ-LLC (Dubai Media City)
Member Services:
• Handle customers inquiries
• Handle telephone inquiries at the call centre
• Prepare LPO's
• Send new offers and information to clients via email
• Effective team leadership, delegated tasks efficiently.
Receptionist:
• Manage Incoming calls.
• Provide telephone assistance to customers such as product information.
• Preparation of daily marketing and sales reports.
• Data entering.
• Responsible for the financial daily collection.
Training course
Effective Time & Stress Management, Manual Handling Awareness, Customer Service Training, Health and Safety Induction & Goal setting workshop.
Jul '01 - May '03 Baghdad Institute and New Horizon Institute C Computer Science Diploma, MCSE Diploma, Hardware and Software Diploma, PC Maintenance Diploma, DOS 6.22-A Certification, Corel Draw Executive Secretarial Course
1999 - 2000 High School Diploma