Helpdesk Operator
ENGIE Solutions Middle East
Date: 3 weeks ago
City: Dubai
Contract type: Full time
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:
Scope and Limits of Authority:
Employee
Manager
Name:
Date:
Signature:
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
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
- 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
- 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
Scope and Limits of Authority:
Employee
Manager
Name:
Date:
Signature:
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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