HelpDesk Coordinator Job in Dubai UAE
Company : Al-Futtaim Engineering & Technologies
Location : Dubai, UAE
Timing : Full time
JOB DESCRIPTION
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:
Provide management and clients with frequent and ad hoc performance and SLA compliance reports.
Keep track of workflows, procedures, and system configuration documentation.
Instruction & Assistance:
Give internal users system training and continuing assistance.
Serve as a point of contact for clients, field teams, and end users to ensure effective communication.
REQUIREMENTS
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.
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