Help Desk Coordinator (Arabic Speaker)

Overview

This role involves providing proactive administrative and helpdesk assistance to the Operations and Property Management teams at Salayel Hospitality, ensuring seamless daily operations, efficient communication, thorough documentation, and timely reporting aligned with company policies. Fluency in both Arabic and English is essential to effectively manage service requests, communicate with tenants, vendors, and internal teams, and support overall operational tasks.

Key Duties

• Handle incoming helpdesk calls, emails, and service requests professionally and promptly.
• Log and monitor service requests through the helpdesk system to guarantee timely resolution.
• Collaborate with internal departments and external service providers to complete maintenance and operational tasks.
• Escalate unresolved problems, complaints, and operational issues to higher management when necessary.
• Provide administrative support and address tenant and employee inquiries bilingually in Arabic and English.
• Maintain effective communication with all stakeholders regarding the status of requests and services.
• Support Operations, Property, and Assistant Property Managers with administrative tasks.
• Keep accurate records, databases, and filing systems both electronically and physically.
• Manage schedules and diaries to ensure smooth coordination of operations.
• Monitor and manage office supplies inventory; coordinate replenishment as needed.
• Assist in everyday office coordination and help resolve operational concerns.
• Update and control SOPs, operational manuals, and documentation stored on shared drives.
• Ensure accurate and updated operational and property documentation at Salayel.
• Prepare daily, weekly, monthly, and special operational reports as required.
• Maintain logs for transmittals, attendance, leaves, and other operational records.
• Coordinate with HR, Finance, Procurement, IT, and external providers for smooth operations.
• Support and manage administrative staff including drivers, cleaners, and office assistants when needed.
• Facilitate communication primarily in Arabic between tenants, providers, and management.
• Perform other duties as instructed by management.

Performance Indicators

• Timely logging and resolution of helpdesk tickets.
• Precise tracking and reporting of service requests.
• Submission of inventory and operational reports on schedule.
• Maintaining up-to-date SOPs and operational documentation.
• Effective issue coordination and problem-solving.

Qualifications & Experience

• Diploma in any discipline; Administration or Business Administration preferred.
• Office Management certification is advantageous.
• At least 3 years of experience in helpdesk coordination, administrative support, or operations.
• Background in property or facilities management, or service coordination is desirable.

Skills & Knowledge

• Mandatory fluency in Arabic and English, both spoken and written.
• Strong grasp of helpdesk coordination and administrative workflows.
• Experience with ERP, CAFM, or helpdesk management software.
• Proficient in MS Office Suite.
• Excellent organizational, multitasking, and communication skills.
• Detail-oriented with a strong focus on customer service.

Challenges

• Handling a high volume of service requests and urgent operational matters.
• Coordinating tasks across various departments and external service providers.
• Maintaining responsiveness and service quality in a dynamic, fast-moving work environment.