HelpDesk Coordinator, Al-Futtaim, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

We need a HelpDesk Coordinator

Job Requisition ID: 168729

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

Manage the end-to-end ManageEngine Help Desk ticketing system for service requests, PPM tasks, AMC contracts, and change requests, ensuring effective coordination between clients and the service team to deliver services in line with agreed SLAs.

What you will do:

Ticket Management & Coordination:

• Monitor and manage incoming service tickets and requests within the ManageEngine platform.
• Ensure tickets are assigned, categorized, prioritized, and escalated as per SLA guidelines.
• Coordinate across team members to ensure timely resolution of tickets.

System Administration & Configuration:

• Configure and maintain the ManageEngine system (forms, workflows, user roles, custom fields, notifications).
• Implement customizations as required.

Process Improvement:

• Analyze ticket trends to identify recurring issues and suggest process or system improvements.

Reporting & Documentation:

• Generate regular and ad-hoc performance and SLA compliance reports for client and management.
• Maintain documentation of system configurations, workflows, and procedures.

Training & Support:

• Provide system training and ongoing support to internal users.
• Act as a liaison between Client, Field teams and end users to facilitate smooth communication.

Required skills to be successful:

Behavioural Competencies:

• Attention to Detail: High accuracy in design work with meticulous attention to detail.

• Creativity: Strong creative thinking with the ability to propose and execute innovative design solutions.

• Adaptability: Ability to adapt to changing project requirements and feedback, showing flexibility in design approaches.

• Customer Focus: Focused on understanding and addressing the needs of internal clients and stakeholders to ensure design solutions effectively support business objectives.

• Team Player: Ability to work effectively within a team environment, supporting and collaborating with colleagues to achieve common goals and drive organizational success.

• Innovative Thinking: A strong aptitude for innovation and a proactive approach to identifying and implementing improvement opportunities.

• Organizational Abilities: Superior time management and organizational skills, with a proven ability to manage multiple priorities effectively.

  
  

What Equips you for the role:

Education:

• Graduate in Electronics or Computer Engineering / Diploma

Minimum Requirements / Experience:

• 3 Years in service coordination with ticketing system.

Job-Specific/Technical Skills required to complete the tasks:

• Min 3 years industry experience with authority regulation knowledge, technical background of electronic security systems solutions and problem solving.
• Good communication & Customer handling skills.

About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.

The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation.

The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services.

These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.

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