Helpdesk Operator Job Details | ENGIE

Job description

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:

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Scope and Limits of Authority:  

 

 

 

 

 

 

Business Unit:  GBU Energy Solutions

Division:  ESI AMEA - GCC & Pak - UAE

Legal Entity:  ENGIE Cofely Energy Services LLC

Contract Type:  Permanent

Job Type:  Full - Time

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

Education Level:  Bachelor's Degree