Helpdesk Agent

Edgnex Data Centers by DAMAC; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in data centers seeks a Helpdesk Agent to manage user requests, maintain service level agreements, and provide hands-on support. The role requires strong analytical and communication skills to effectively resolve user issues and enhance service quality.

Qualifications

• Progressive experience in supervising a technical support team.
• Developing and managing Service Level Agreements.
• Strong documentation and interpersonal skills.

Responsibilities

• Establish and enforce Help Desk service level agreements.
• Analyse Help Desk performance and provide enhancements.
• Coordinate with data center engineers for issue escalation.

Skills

Customer Service Orientation

Problem-Solving

Communication

Analytical Skills

Job description

The Helpdesk agent role is to ensure that end users are receiving the appropriate assistance.

This includes the responsibility of managing all procedures related to the identification, prioritisation, and resolution of end user requests, including the monitoring, tracking, and coordination of Helpdesk functions.

The Helpdesk agent will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

Responsibilities

• Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.

• Analyse performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

• Liaise with the software vendor on the updates to the systems, oversee implementation, and resolve application issues.

• Establish communication with data center engineers and facility teams and being able to escalate issues to management.

• Rapid response to incidents and being able to identify and prioritize support.

• Manage the processing of incoming calls/tickets to the Help Desk to ensure courteous, timely, and effective resolution of end user issues.

• Assist in the design of escalation policies and procedures.

• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Monitor and test fixes to ensure problems have been adequately resolved.

• Access software knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Track and analyse trends in Help Desk requests and generate statistical reports.

• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

• Oversee the development, implementation, and administration of help desk staff training procedures and policies.

Knowledge & Experience

Demonstrated progressive experience in the supervision of a technical support team.

Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.

Solid relationship management and performance management skills.

Ability to motivate and direct staff members and subordinates.

Strong understanding of the organisation’s goals and objectives.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on listening and questioning skills.

Strong documentation skills.

Ability to conduct research into a wide range of computing issues as required.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly language to non-technical staff and end users.

Keen attention to detail.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation.