Help Desk Coordinator (Arabic Speaker)

Job Purpose

Salayel

Help Desk & Operations Support

• Manage and respond to all incoming helpdesk calls, emails, and service requests in a timely and professional manner.
• Log, track, and monitor service requests through the helpdesk system to ensure timely resolution.
• Coordinate with internal teams and service providers to ensure completion of maintenance and operational requests.
• Escalate unresolved issues, complaints, and operational concerns to management when required.
• Provide prompt administrative support and respond to tenant and employee queries in Arabic and English.
• Maintain clear communication with stakeholders regarding request status and service updates.

Administration & Office Management

• Provide administrative support to Operations Managers, Property Managers, and Assistant Property Managers.
• Maintain accurate records, databases, and filing systems (electronic and physical).
• Manage schedules and diaries to ensure efficient coordination of operational activities.
• Monitor office supplies, manage inventory, and coordinate replenishment when required.
• Support day-to-day office coordination and assist in resolving operational issues.

Documentation & Reporting

• Maintain, update, and control SOPs, operational manuals, and shared drive documentation.
• Ensure operational and property documentation at Salayel is accurate, updated, and properly stored.
• Prepare daily, weekly, monthly, and ad hoc operational reports as required.
• Maintain transmittal logs, attendance records, leave records, and operational documentation.
• Support document control and record management processes.

Coordination

• Liaise with internal departments including HR, Finance, Procurement, IT, and external service providers.
• Coordinate and support administrative staff such as drivers, cleaners, and office assistants when required.
• Facilitate communication between tenants, service providers, and management, particularly where Arabic language support is required.
• Perform additional duties as assigned by management.

Key Performance Indicators (Kpis)

• Timely logging and closure of helpdesk requests.
• Accurate tracking and reporting of service requests.
• Timely submission of monthly inventory and operational reports.
• Up-to-date SOPs and operational documentation.
• Effective coordination and resolution of operational issues.

Education

Minimum

Experience In

Skills & Knowledge

• Fluency in Arabic and English (spoken and written) – mandatory.
• Strong knowledge of helpdesk coordination and administrative processes.
• Familiarity with ERP systems, CAFM systems, or helpdesk platforms.
• Advanced MS Office skills.
• Excellent communication, organization, and multitasking abilities.
• High attention to detail and strong customer service orientation.

Job Challenges

• Managing high volumes of service requests and urgent operational issues.
• Coordinating between multiple departments and service providers.
• Maintaining service quality and response times in a fast-paced operational environment.