Helpdesk Operator

ENGIE Deutschland


Date: 3 weeks ago
City: Abu Dhabi
Contract type: Contractor
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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