Help Desk Coordinator (Arabic Speaker)

Job Purpose

To provide proactive administrative and helpdesk support to the Operations and Property Management teams at Salayel, ensuring smooth day-to-day operations, effective communication, accurate documentation, and timely reporting in line with company policies. The role requires fluency in Arabic and English to effectively coordinate service requests, communicate with tenants, vendors, and internal stakeholders, and support operational activities.

Key Responsibilities

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.

Qualifications & Experience

Education

Diploma in any discipline (Administration or Business Administration preferred).

Office Management certification is an advantage.

Experience

Minimum 3 years of experience in helpdesk coordination, administration, or operations support.

Experience in property management, facilities management, or service coordination is preferred.

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.