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Job purpose

This role is the primary contact point for airport facilities-related concerns. The officer will make sure service requests are handled promptly, coordinated across teams, and resolved in line with operational and safety requirements.

Key responsibilities

Serve as the bridge between airport operations, the facilities team, and external service vendors.
Receive and handle phone calls, emails, and ticket requests; confirm client details and record cases in Maximo or a comparable platform.
Share clear and timely guidance, and pass on more complex matters for further action when needed.
Track service requests and work orders, then follow up and prepare status updates.
Assist with emergency response activities and help coordinate facilities support during incidents.
Prepare daily or shift-based reports and suggest ways to improve workflows.
Support users with helpdesk system training and keep documentation accurate and up to date.
Deliver strong customer support while encouraging a safety-focused workplace culture.

Qualifications

A bachelor’s degree in Business, Operations, or a related discipline is preferred. Candidates should have at least 2 years of experience in helpdesk, customer service, or facilities management. Familiarity with FM operations, asset lifecycle planning, and contract administration is expected, along with the ability to use Maximo or similar facilities management software.

Skills and competencies

Effective verbal and written communication
Customer service orientation
Problem-solving and judgment under pressure
Managing large volumes of calls and emails
Shift-based working flexibility
Team collaboration
Accuracy and attention to detail
Adaptability
Professional integrity

Performance indicators

Meeting service KPIs and response-time targets
Accurate entry and reporting of requests
High availability of assets and systems
Ongoing improvement in helpdesk operations

Work schedule

This position requires flexibility for rotating shifts on a 24/7/365 schedule.

Help Desk Officer

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