The actual job title of the role is Service Desk Analyst
opportunity with a prominent investment organization based in Abu Dhabi. Black
Pearl is exclusively handling the recruitment process for this position.
Please note that this is a Corporate Services/Facilities
Service Desk role—not an IT technical support position.
Key responsibilities include:
- Managing internal
workplace service requests and work orders.
- Assigning requests to
facilities, security, hospitality and other support teams.
- Monitoring requests and
ensuring completion within agreed SLAs and KPIs.
- Managing employee and
contractor building access.
- Issuing and updating
employee and contractor ID cards.
- Preparing
access-control, attendance and operational reports.
- Processing
time-and-attendance adjustments when authorized.
- Issuing, collecting and
monitoring secure access tokens.
- Handling internal calls
and responding professionally to employee inquiries.
- Prioritizing urgent
requests and escalating emergencies appropriately.
- Conducting occasional
inspections of restricted areas.
- Providing general
administrative support to Corporate Services.
Requirements
The ideal candidate should have experience in facilities
management, corporate services, access-control administration, FM helpdesk
operations, workplace services or a similar environment. Experience using CAFM,
service desk or work-order management systems would be advantageous.
Strong Excel, reporting, customer service and coordination
skills are important. The candidate must also be highly accurate, professional
and discreet when handling security-related and confidential information.
Non
negotiable criteria:
- Excellent
command of English; fluency in Arabic language is a plus
- Strong
customer service skills
- Experienced
in using ServiceNow system
- Have
worked in similar function
- Willing to work in Abu Dhabi (onsite)
- Willing to work even on weekend (work schedule will be
6 days in a week and off day may change from time to time
Skills Required
- Experience in facilities management, corporate services, access-control administration, FM helpdesk or workplace services
- Experienced in using ServiceNow system
- Experience using CAFM, service desk or work-order management systems
- Excellent command of English
- Fluency in Arabic
- Strong customer service skills and professional phone etiquette
- Strong Microsoft Excel and reporting skills
- Strong coordination and prioritization skills; ability to meet SLAs and KPIs
- Highly accurate, professional and discreet handling of security-related and confidential information
- Willingness to work onsite in Abu Dhabi
- Willingness to work a six-day week and be flexible with off-days, including weekends
- Have worked in a similar function or role previously
What We Do
Black Pearl is a leading HR consultancy and specialist recruitment firm based in the UAE and GCC. They provide customized HR solutions, executive search, and strategic recruitment services across various corporate support, finance, accounting, and business operations roles, helping clients achieve success through tailored staffing and HR consulting services.
