Helpdesk Agent Jobs in UAE | Al Bonian Facilities Management
Al Bonian Facilities Management is hiring an experienced Helpdesk Agent with Microsoft Dynamics knowledge and 1 to 2 years of customer service experience.
About Al Bonian Facilities Management
Integrated, Engineering-Led Facilities Management in the UAEFacilities management in the UAE is built to be fragmented, with one vendor for MEP, another for cleaning and a third for security. Al Bonian FM was built to remove that fragmentation. Its integrated model brings hard FM including MEP, HVAC, electrical, plumbing, fire and safety systems together with soft FM including cleaning, security, landscaping, pest control and waste management under one point of accountability, backed by an MEP engineering foundation dating back to 2013.
That engineering foundation changes how problems get solved. Instead of treating the same symptom repeatedly, Al Bonian FM traces issues to their root cause, reducing reactive maintenance and the number of contractors owners have to manage.
The portfolio covers residential communities, retail and hospitality assets, commercial buildings and industrial facilities across the UAE, from single-property contracts to full multi-site accounts. Being engineering-led, not just services-led, is what makes that consistency possible at any asset type and any scale.
Job Overview
Job Summary
Al Bonian Facilities Management, an integrated engineering-led FM provider delivering hard and soft facilities management across the UAE since 2013, is hiring an experienced Helpdesk Agent to join its Facilities Management team. The role requires 1 to 2 years of customer service or helpdesk experience preferably in FM, knowledge of Microsoft Dynamics, good verbal and written communication skills in English, basic knowledge of MS Office, strong customer service and multitasking skills, the ability to work under pressure and ensure timely resolution of requests, and flexibility to work night shifts. This is an excellent opportunity to grow within a professional FM environment serving residential, retail, hospitality, commercial and industrial clients across the UAE.
Key Responsibilities
- Receive, log and manage customer complaints and service requests through Microsoft Dynamics
- Coordinate with FM teams to ensure timely service delivery
- Monitor work orders and follow up to meet SLA requirements
- Respond to customer inquiries and provide service updates
- Escalate urgent issues and unresolved complaints
- Maintain accurate records and prepare helpdesk reports
- Ensure customer satisfaction and service quality
- Support the FM team with data entry and system updates as required
Qualifications & Requirements
The ideal candidate for this Helpdesk Agent vacancy in the UAE must meet the following criteria:
Mandatory Requirements
- 1 to 2 years of customer service or helpdesk experience, preferably in FM
- Knowledge of Microsoft Dynamics
- Good verbal and written communication skills in English
- Basic knowledge of MS Office
- Strong customer service and multitasking skills
- Ability to work under pressure and ensure timely resolution of requests
- Flexibility to work night shifts
Preferred Qualifications
- Prior helpdesk experience specifically in facilities management
- Familiarity with SLA tracking and work order management
- Experience handling customer complaints in multi-site environments
- Additional language skills for handling diverse customers in the UAE
How to Write a Strong CV for This Role
- 1Highlight your 1 to 2 years of customer service or helpdesk experience prominently, especially if gained in facilities management.
- 2Clearly state your knowledge of Microsoft Dynamics and basic MS Office skills, as these are specific requirements for the role.
- 3Include keywords like "Helpdesk Agent", "Microsoft Dynamics", "SLA", "Work Orders" and "UAE" for ATS.
- 4Quantify your achievements — for example, number of requests handled daily, SLA compliance rates, or customer satisfaction scores.
- 5Keep it to 1–2 clean pages — recruiters scan in 30 seconds.
- 6Send your CV as a PDF with the exact subject line "Helpdesk Agent".
Frequently Asked Questions
How do I apply for the Helpdesk Agent job at Al Bonian Facilities Management?
Send your updated CV to hr@albonian.fm with the subject line "Helpdesk Agent". Only shortlisted candidates will be contacted.
What is the most important requirement for this role?
1 to 2 years of customer service or helpdesk experience preferably in FM is required, along with knowledge of Microsoft Dynamics, good English communication skills, strong customer service and multitasking abilities, and flexibility to work night shifts.
Is Microsoft Dynamics knowledge mandatory for this Helpdesk Agent position?
Yes. Knowledge of Microsoft Dynamics is a stated requirement for this role, as complaints and service requests are managed through the system.
What is the salary for this position?
The salary is competitive and will be discussed during the interview based on your qualifications and experience. The job posting does not disclose a fixed salary range.
Will I need to work night shifts?
Yes. Flexibility to work night shifts is a stated requirement for this Helpdesk Agent role at Al Bonian Facilities Management in the UAE.
