Helpdesk Operator

ENGIE Solutions Middle East; Abu Dhabi; On-site; AED 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Helpdesk Operator to enhance their customer service team. In this role, you will manage incoming requests, resolve issues, and ensure a seamless communication flow between clients and service providers. Your ability to multitask, coupled with strong organizational skills, will be essential in maintaining high customer satisfaction. This position offers a dynamic work environment where your contributions will directly impact service quality. If you have a passion for technology and a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• Degree in IT or equivalent experience required.
• 3+ years of helpdesk experience preferred.

Responsibilities

• Operate the helpdesk and resolve requests efficiently.
• Monitor calls, assign tasks, and ensure customer satisfaction.

Skills

Organizational Skills

Verbal Communication

Written Communication

Helpdesk Operations

Delegation

Multi-tasking

Education

Degree in Information Technology

Helpdesk Experience

Proficiency in Microsoft Office Suite

Tools

CAFM System

Microsoft Office Suite

Job description

Job Title:
Helpdesk Operator

Department:

Reporting To: CAFM and Contact Center Manager

Site:

Job Purpose:

Operates the helpdesk by receiving requests, resolving issues, and allocating tasks accordingly.

Key Responsibilities:

1. Utilize and operate the CAFM & Helpdesk system.
2. Receive calls, determine category, type, and response.
3. Enter request details into the Helpdesk system.
4. Inform callers about expected response times.
5. Assign requests to the appropriate Service Provider (SP) and notify relevant parties.
6. Monitor multiple calls regarding the same issue and advise accordingly.
7. Follow system alerts for outstanding responses, contact SPs to check delays, and inform callers.
8. Escalate delays to concerned parties and keep callers informed.
9. Monitor progress of jobs until closure and verify completion details from SPs.
10. Ensure customer satisfaction by closing the loop with end users.
11. Conduct telephone surveys.
12. Perform other customer-facing activities as instructed.
13. Support CAFM and other technology-related activities.
14. Log and resolve CAFM-related requests.
15. Assist in data management and other tasks assigned by management.

Skills Required:

1. Strong organizational, interpersonal, and positive attitude.
2. Excellent verbal and written communication skills.
3. Proven skills related to helpdesk operations.
4. Ability to delegate tasks and supervise team members.
5. Excellent multi-tasking and attention to detail.

Qualifications:

1. Degree in Information Technology or equivalent experience.
2. Helpdesk experience.
3. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Project).
4. Interest in IT & Systems; technology savvy.
5. Approximately 3+ years of related experience.

Other Requirements:

Scope and Limits of Authority:

Employee and Manager to specify.

Additional Details:

• Name, Date, Signature fields for approval.
• Business Unit: GBU Energy Solutions
• Division: ESI AMEA - GCC & Pak - UAE
• Legal Entity: ENGIE Cofely Energy Services LLC
• Professional Experience: Junior (less than 3 years)
• Education Level: Technical Qualification