Helpdesk Operator
Abu Dhabi, AZ, AE, United Arab Emirates
Job Description
Job Title:
Helpdesk Operator
Department:
Reporting To:
CAFM and Contact Center Manager
Site:
Job Purpose:
Operates the helpdesk by receiving requests, resolving and allocating accordingly.
Key Responsibilities:
Utilize and operate the CAFM & Helpdesk system Receive calls and determine, category, type and response. Enter the details of the request on the Helpdesk system Advise the caller of when to expect a first line of response Allocate the request to the designated Service Provider (SP) and inform other concerned parties as appropriate Be aware of multiple calls regarding the same issue and advise accordingly As the system alerts to an outstanding response, contact the SP directly to ascertain why the delay and inform the caller 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 the SP has closed with sufficient information on work performed Closes the loop with the end user to their satisfaction Carries out telephone surveys Any other customer facing activity as instructed Support in CAFM and other technology related activities. Logs and resolves CAFM related requests Support in data management tasks and other tasks given by Management
Skills Required:
Strong organizational skills, interpersonal skills and a positive attitude
Strong verbal and written communication skills
Proven skills related to the position
Strong communication and interpersonal skills
Ability to delegate tasks and supervise others
Great multi-tasking abilities and attention to detail
Qualifications:
Degree in Information Technology or equivalent experience
Has Helpdesk experience
Demonstrated proficiency in the Microsoft Office environment including Word, Excel, PowerPoint, Project and Outlook
Technology savvy, with interest in IT & Systems
Approx. 3 plus years related experience
Other Requirements:
Scope and Limits of Authority:
Business Unit: GBU Energy Solutions
Division: ESI AMEA - GCC & Pak - UAE
Legal Entity: ENGIE Cofely Energy Services LLC
Professional Experience: Junior (experience < 3 years)
Education Level: Technical Qualification
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Job Detail
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Job IdJD1889468
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationAbu Dhabi, AZ, AE, United Arab Emirates
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EducationNot mentioned