ENGIE Solutions Middle East is seeking a tech-savvy and customer-focused Helpdesk Operator to join our team in Abu Dhabi. This full-time, on-site role is a vital part of our operations, ensuring the smooth flow of service requests and communication between clients, service providers, and internal teams.

Job Purpose:

The Helpdesk Operator will be responsible for operating the helpdesk by receiving, recording, resolving, and allocating service requests using our CAFM and Helpdesk systems, ensuring efficient communication and timely issue resolution.

Key Responsibilities:

• Operate and manage the CAFM & Helpdesk system effectively.

• Receive and categorize incoming service requests through calls and input them into the Helpdesk system.

• Inform callers of expected response times and provide follow-ups.

• Assign tasks to the appropriate Service Provider (SP) and communicate updates to concerned parties.

• Monitor recurring or duplicate issues and provide relevant information.

• Track delayed responses, contact SPs directly, and escalate issues when necessary.

• Ensure customer satisfaction by following up until the request is closed satisfactorily.

• Conduct telephone surveys to assess service quality.

• Support customer-facing activities and assist in CAFM-related and IT system tasks.

• Manage data and provide administrative support as directed by management.

Skills Required:

• Strong organizational, communication, and interpersonal skills.

• Excellent verbal and written communication.

• Ability to manage and supervise delegated tasks effectively.

• Attention to detail and multi-tasking capabilities.

• Technologically proficient and enthusiastic about IT systems.

• Experience in a helpdesk environment is highly preferred.

Qualifications:

• Degree in Information Technology or equivalent experience.

• Minimum 3 years of relevant experience.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Project, Outlook).

Other Requirements:

• Prior experience operating CAFM systems and handling IT-related service requests.

• Ability to manage customer expectations and maintain satisfaction throughout the request lifecycle.

Scope and Limits of Authority:

• Business Unit: GBU Energy Solutions

• Division: ESI AMEA – GCC & Pak – UAE

• Legal Entity: ENGIE Cofely Energy Services LLC

• Professional Experience: Junior (Less than 3 years)

• Education Level: Technical Qualification