Helpdesk Executive

2 days ago

Abu Dhabi, United Arab Emirates Group 42 Full time

Overview:
G42-Smart Nation, Operations is looking for an experienced Helpdesk executive to supervise/Monitor system performance/status, Ticket management/remedy portal.

***

**The opportunity**

To hone your skills as a Helpdesk Executive at G42 Smart Nation—a next-gen, future-tech company delivering cutting-edge AI-driven solutions that are engineered to improve the comfort and wellbeing of citizens living in emerging smart cities.

G42 is an Abu Dhabi based artificial intelligence and cloud computing company with a global footprint delivering holistic and scalable AI solutions to a variety of commercial and government clients. The Group’s business operations cover a wide range of industry verticals including Healthcare, Government, Smart City & Smart Mobility, Oil & Gas, Fintech, Geospatial, Aviation, Cloud Computing, Big Data Analytics and Sports.

**Responsibilities**:
**Key responsibilities**

The Helpdesk Executive is responsible for effectively managing client expectations, setting the organizational standard, serving as a communication channel between customers and concerned O&M Team. /departments.
- Functional_
- To operate assigned system work, monitor system and network devices, perform daily system activities.
- Ticket Management using Ticket/Remedy Portal, coordinate with concerned teams, contractors for resolution and status update, achieve Project Service Level Agreements.
- Monitor and review the System Monitoring tools/dashboards and correct errors or inconsistencies.
- To work with the vendors for daily system checking and implementation
- Direct unresolved issues to the next level of support personnel
- To generate and export data reports, spreadsheets, and documents as needed
- To write and report the daily task to management team
- To get trained by vendors to take over the relevant operation knowledge, and take over the key task from vendors
- Identifies operational problems by observing and studying the functioning and performance of systems.
- Provides operational management information by collecting, analyzing, and summarizing operating and engineering trends.
- Anticipates operational problems by studying operating targets, modes of operation, and unit limitations.
- Updates job knowledge by participating in educational opportunities, reading publications, and participating in professional organizations.
- Record events and problems and their resolution in logs
- Identify and suggest possible improvements on procedures
- Follow standard help desk procedures
- Log all help desk interactions
- Administer help desk software
- Follow up with customers and users to ensure complete resolution of issues
- Redirect problems to correct resource
- Identify and escalate situations requiring urgent attention
- Inform management of recurring problems
- Help update training manuals for new and revised software and hardware
- Train computer users as necessary

Qualifications:
To qualify, you must have
- 3 years of experiences in engineering/computer operation, Technical Support, Helpdesk and IT area.
- A bachelor’s degree in engineering or a related field
- Proven experience as a help desk technician or other customer support role

Ideally, you’ll also need
- Familiarity with common Ticket management/Remedy portals, operating systems and network monitoring programs
- Excellent English communication skills, including speaking, writing and active listening
- Good collaboration and teamwork skills with internal management team
- Timely response and communication with management team for any immediate problems or errors
- Active attitude toward new programs and systems
- Excellent engineering and manufacturing control
- Good analytical and problem-solving skills
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Customer-oriented and cool-tempered
- Working knowledge of fundamental operations of relevant software, hardware and other equipment
- Experience researching, analysing and interpreting automated system problems
- Related experience and training in troubleshooting and providing help desk support
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
- The ability to work well in a team

**What we look for**:
If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the G42 community.

**What working at G42 offers**:
**_
Culture:_** An open, diverse and inclusive envi

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