APM Support Specialist

KEY RESPONSIBILITY:
Utilize and operate the DP World CAFM & Helpdesk system.
Receive calls and determine, category, type, and response.
Enter the details of the request on the CAFM system or SharePoint.
Advise the caller of when to expect a first line of response.
Allocate/assign the request to the designated Resource or Service Provider (SP) or Contractor and inform other concerned parties as appropriate.
Be aware of multiple calls regarding the same issue and advise the requestor accordingly.
In the event of a further untimely delay, escalate to concerned parties and inform the caller.
If required, closely monitor the progress of all jobs until closed and verify that the Resource or SP has closed with sufficient information on work performed.
Monitor BMS, EMC and other monitoring systems utilized by APM Department.
Monitor email requests and respond accordingly.
Support in CAFM and other technology related activities.
Support in data management tasks and other tasks given by Management.

TECHNICAL COMPETENCIES:
Communication – Bilingual
CAFM System and Telephony system
Customer Service Skills