Help Desk Officer - Airport Facilities

About the role

Wasael Property Management is hiring a Help Desk Officer in Abu Dhabi to act as the first point of contact for facilities-related issues at the airport. The role ensures 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 them in Maximo or similar systems.
• Provide accurate, timely information and solutions, escalating 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.
• Promote a safety-first culture and excellent customer service.

Required profile

• Bachelor's degree in Business, Operations or a related field (preferred).
• Minimum 5 years' experience in helpdesk, customer service or facilities management.
• Knowledge of FM operations, asset lifecycle planning and contract management.
• Ability to handle high call and email volumes and to work rotating shifts (24/7/365).

Required skills

• Proficiency in Maximo or similar FM software.
• Strong communication and customer service skills.
• Decision-making and problem-solving under pressure.