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Helpdesk Coordinator

2 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates ENGIE Middle East Full time
Job Description

We are seeking a highly skilled Helpdesk Coordinator to join our team at ENGIE Middle East.

Key Responsibilities:

  • Utilize and operate the CAFM Helpdesk system to receive and manage customer requests.
  • Determine the category, type, and response to customer inquiries, ensuring timely and effective resolution.
  • Enter detailed information about customer requests into the Helpdesk system, allocating tasks to designated Service Providers as needed.
  • Communicate with customers to provide updates on the status of their requests, ensuring transparency and satisfaction.
  • Monitor and escalate outstanding responses, collaborating with Service Providers to resolve issues efficiently.
  • Closely monitor the progress of all jobs until closure, verifying that Service Providers have completed tasks with sufficient information.
  • Closes the loop with customers to ensure their satisfaction and conducts telephone surveys to gauge customer experience.
  • Supports CAFM and other technology-related activities, logs and resolves CAFM-related requests, and assists with data management tasks as instructed by management.

Requirements:

  • Excellent communication and problem-solving skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Strong analytical and technical skills, with experience in CAFM and Helpdesk systems.
  • Ability to work collaboratively with cross-functional teams and stakeholders.