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.

Business Unit: GBU Energy Solutions

Division: ESI AMEA - GCC & Pak - UAE

Legal Entity: ENGIE Cofely Energy Services LLC

Contract Type: Permanent

Job Type: Full - Time

Professional Experience: Skilled ( >3 experience

Education Level: Bachelor\'s Degree

Engie