Serco Plc Hiring for Helpdesk Operator Job at Dubai Full Time

The Job Opportunity

The purpose of the job is to work alongside the DA Technical Helpdesk Team in order to enable Serco, to achieve and exceed customer, client, department and company objectives. Required to provide on-going performance monitoring and implement strategies for addressing Customer Service performance issues. The end goal is to serve the customers well by ensuring the delivery of an appropriately defined and targeted maintenance response and so delivering a high standard, efficient customer service which represents the organization in the best possible way.

Key Accountabilities

Timely checking of new work orders in Maximo from THD

Approval of work order, be able to identify if under Serco scope

Classify work order:
By Response Time (P1, P2, P3) , By BIF (1, 2, 3) , By Asset Criticality (High, Medium, Low) , By Urgency (Power, Water, AC outage)

Delegation of WO, be able to identify the correct person on site to attend the WO and e calation of WO, be able to classify urgency and importance of work

Update status of WO in Maximo and Close out WO in Maximo

Produce a daily summary of productivity and output in terms of:

What we are looking for in our candidates

Excellent oral, written and interpersonal communication skills.

Excellent problem solving skills.

Ability to maintain customer confidentiality.

Ability to develop and motivate staffAbility to work in an individual and team environment and directly with the customer.

Ability to write reports, business correspondence, and procedure manual.

Ability to effectively present information and respond to questions from groups of managers , clients and customers .

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Experience of developing and conducting training sound analytical skills.

High energy level proven integrity.

Quick on action and response times flexibility.

Specific requirements

Degree qualified with 3-5yrs of experience in call centre environment.

Solid customer focus and customer relationship management experience.

Proficiency in Microsoft Applications

Knowledge and experience in Maximo/CAFM System is an advantage.

Working with Serco

At Serco, not only is the nature of the work we do important, everyone has important role to play.

https://www.serco.com/me

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Join Us

Take pride in what you do

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.