1. Job Purpose

The Help Desk / Work Controller is responsible for managing all facility-related service requests, coordinating maintenance activities, and ensuring effective communication between end users and the Facility Management (FM) team. This role supports smooth FM operations by maintaining accurate records, ensuring timely execution of work orders, and assisting in emergency response and Planned Preventive Maintenance (PPM) activities in compliance with contractual SLAs and HSE standards.

2. Key Responsibilities

2.1 Help Desk Operations / Work Control

• Receive and respond to incoming calls and service requests in a professional and timely manner
• Log and register complaints and requests through CAFM/CMMS, email, or phone
• Ensure accurate categorization and prioritization of work orders
• Provide regular updates to clients and end users regarding job status and progress

2.2 Work Order Management

• Assign work orders to technicians and supervisors as per priorities and schedules
• Monitor progress and ensure timely completion of all assigned tasks
• Update work order status (Open / In Progress / Closed) in the CAFM system
• Escalate delays, recurring issues, and critical faults to the appropriate personnel

2.3 Emergency Response & Coordination

• Immediately notify the FM Supervisor in case of emergencies (e.g., fire, gas leak, system failure, safety hazards)
• Coordinate with relevant authorities such as Saudi Civil Defense when required
• Support site emergency procedures and response protocols
• Ensure all emergency incidents are properly recorded and tracked

2.4 Planned Preventive Maintenance (PPM)

• Generate and monitor PPM schedules (daily, weekly, monthly)
• Ensure all PPM activities are assigned and completed within required timelines
• Follow up with maintenance teams to ensure closure of PPM tasks
• Maintain accurate records for compliance and audit purposes

2.5 Facility & Access Control (If Applicable)

• Support facility booking systems (e.g., meeting rooms and shared spaces)
• Monitor booking logs, including check-in and check-out records
• Manage key control systems, including:
  • Safe custody and tracking
  • Issuance and return logs
  • Reporting discrepancies

2.6 Records, Compliance & Reporting

• Maintain accurate documentation of all maintenance activities
• Ensure compliance with HSE policies and company procedures
• Support audits, inspections, and reporting requirements
• Assist in the preparation of operational and performance reports

3. Key Performance Indicators (KPIs)

• SLA compliance (response and resolution times)
• Work order completion/closure rate
• Accuracy of CAFM data entry
• Customer satisfaction and feedback
• PPM completion rate
• Incident response time

4. Skills & Competencies

• Basic understanding of Facility Management services (MEP, HVAC, Civil, Soft Services)
• Strong communication and coordination skills
• Customer service orientation
• Basic knowledge of CAFM / CMMS systems
• Ability to work under pressure and manage multiple tasks
• High attention to detail and accuracy

5. Qualifications & Experience

• High School Diploma or equivalent (Technical Diploma preferred)
• 1–2 years of experience in an FM Help Desk or coordination role
• Experience in facility management projects is an advantage
• Basic proficiency in English

6. Working Conditions

• Primarily office-based with regular coordination with site teams
• May require shift work (24/7 operations, if applicable)
• On-call availability for emergency situations