Service Desk Coordinator

(Omani National)

Location: Oman

 

As we expand our teams in Oman, we are seeking a dedicated and organised Service Desk Coordinator to join our Oman team. You will be a key member of the operations team, responsible for managing service requests and ensuring efficient communication between clients and internal teams. This role supports the delivery of high-quality service through accurate documentation, prompt issue resolution, and adherence to company KPIs and processes.


Why work with us?

  • Competitive Pay
  • Medical Insurance 
  • 30 Day Annual leave
  • Professional development opportunities.
  • Supportive and inclusive work environment.


Who will you be working with?

MCFT has long been the leaders in Catering and Refrigeration equipment, both for installation and planned preventative maintenance. As the business grows like others it requires as solid foundational infrastructure. The role of Service Desk Co-ordinator is to be the first point of contact from MCFT to any outside business. This is a critical role, as first impressions can be the determining factor between a success or loss of business.


We are looking for like-minded people who are dynamic, focused and communicate effectively and get a real buzz out of doing the doing - first time every time.


You will fit in well at MCFT, if you’re able to work in a fast-paced environment, are target driven, have strong attention to detail and enjoy working with people who have the same emphasis on delivering quality service and a desire to be the best at what you do.

 

Requirements for the role

  • Omani National
  • Experience working as service desk coordinator or similar roles in the past
  • Fluent in Arabic and English
  • Strong communication and organisational skills
  • Experience in Microsoft 360 Product


Key Responsibilities in the role

  • Promptly raise tickets from customer requests in our CRM (Phoenix).
  • Professionally handle customer complaints and ensure resolution within 24 hours.
  • Monitor the status of complaints and follow through until resolution.
  • Escalate critical complaints to the Line Manager as necessary and exercise sound judgment.
  • Respond to internal and external emails in a timely and professional manner.
  • Answer phone calls courteously and assist effectively.
  • Maintain a consistently positive and professional attitude toward clients and colleagues.
  • Ensure timely application of access permits (e.g., malls, airports) as required.
  • Regularly update customer portals with accurate and timely information.
  • Send completed reports to customers within 24 hours of service completion.
  • Provide support to the technical team as needed.
  • Prepare and submit incident reports to customers when necessary.
  • Perform any additional tasks as assigned by MCFT Management.


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