Helpdesk Operator

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:

1. Utilize and operate the CAFM & Helpdesk system
2. Receive calls and determine category, type, and response.
3. Enter the details of the request on the Helpdesk system
4. Advise the caller of when to expect a first line of response
5. Allocate the request to the designated Service Provider (SP) and inform other concerned parties as appropriate
6. Be aware of multiple calls regarding the same issue and advise accordingly
7. As the system alerts to an outstanding response, contact the SP directly to ascertain why the delay and inform the caller
8. In the event of a further untimely delay, escalate to concerned parties and inform the caller
9. If required, closely monitor the progress of all jobs until closed and verify the SP has closed with sufficient information on work performed
10. Closes the loop with the end user to their satisfaction
11. Carries out telephone surveys
12. Any other customer-facing activity as instructed
13. Support in CAFM and other technology-related activities.
14. Logs and resolves CAFM related requests
15. Support in data management tasks and other tasks given by Management

Skills Required:

1. Strong organizational skills, interpersonal skills, and a positive attitude
2. Strong verbal and written communication skills
3. Proven skills related to the position
4. Strong communication and interpersonal skills
5. Ability to delegate tasks and supervise others
6. Great multi-tasking abilities and attention to detail

Qualifications:

1. Degree in Information Technology or equivalent experience
2. Has Helpdesk experience
3. Demonstrated proficiency in the Microsoft Office environment including Word, Excel, PowerPoint, Project, and Outlook
4. Technology savvy, with interest in IT & Systems
5. Approx. 3 plus years related experience

Other Requirements:

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