Help Desk Operator

JOB_REQUIREMENTS

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Salary

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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: LEI RoW

Division: LEI RoW AMEA - UAE

Legal Entity: ENGIE Cofely Energy Services LLC

Professional Experience: Skilled ( >3 experience <15 years)

Education Level: Technical Qualification

Company Name: ENGIE UAE

Why this matters to us

Our organisation is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. We offer reasonable accommodations upon request for individuals with disabilities.

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