Helpdesk Executive

OverviewPresight is looking for an experienced Helpdesk executive to supervise/Monitor system performance/status, Ticket management/remedy portal.The opportunityTo hone your skills as a Helpdesk Executive at Presight—a next-gen, future-tech company delivering cutting-edge AI-driven solutions that are engineered to improve the comfort and wellbeing of citizens living in emerging smart cities.Presight, an ADX-listed public company limited by shares whose majority shareholder is Abu Dhabi company G42, is the region’s leading big data analytics company powered by Artificial Intelligence (“AI”). It combines big data, analytics, and AI expertise to serve every sector, of every scale, to create business and positive societal impact. With its world-class computer vision, AI and omni-analytics platform as its engine, Presight excels at all-source data interpretation to support insight-driven decision making that shapes policy and creates safer, healthier, happier, and more sustainable societies.ResponsibilitiesKey responsibilitiesThe Helpdesk Executive is responsible for effectively managing client expectations, setting the organizational standard, serving as a communication channel between customers and concerned O&M Team. /departments.FunctionalTo operate assigned system work, monitor system and network devices, perform daily system activities.Ticket Management using Ticket/Remedy Portal, coordinate with concerned teams, contractors for resolution and status update, achieve Project Service Level Agreements.Monitor and review the System Monitoring tools/dashboards and correct errors or inconsistencies.To work with the vendors for daily system checking and implementationDirect unresolved issues to the next level of support personnelTo generate and export data reports, spreadsheets, and documents as neededTo notify supervisor of system status, applications processing status and of any equipment requiring maintenanceTo write and report the daily task to management teamTo get trained by vendors to take over the relevant operation knowledge, and take over the key task from vendorsIdentifies operational problems by observing and studying the functioning and performance of systems.Provides operational management information by collecting, analyzing, and summarizing operating and engineering trends.Anticipates operational problems by studying operating targets, modes of operation, and unit limitations.Updates job knowledge by participating in educational opportunities, reading publications, and participating in professional organizations.Record events and problems and their resolution in logsIdentify and suggest possible improvements on proceduresFollow standard help desk proceduresLog all help desk interactionsAdminister help desk softwareFollow up with customers and users to ensure complete resolution of issuesRedirect problems to correct resourceIdentify and escalate situations requiring urgent attentionInform management of recurring problemsHelp update training manuals for new and revised software and hardwareTrain computer users as necessary QualificationsTo qualify, you must have 3 years of experiences in engineering/computer operation, Technical Support, Helpdesk and IT area.A bachelor’s degree in engineering or a related fieldProven experience as a help desk technician or other customer support roleIdeally, you’ll also needFamiliarity with common Ticket management/Remedy portals, operating systems and network monitoring programsExcellent English communication skills, including speaking, writing and active listeningGood collaboration and teamwork skills with internal management teamTimely response and communication with management team for any immediate problems or errorsActive attitude toward new programs and systemsStrong understanding of operations, services, and applicationsExcellent engineering and manufacturing controlGood analytical and problem-solving skillsTech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesExcellent communication skillsCustomer-oriented and cool-temperedWorking knowledge of fundamental operations of relevant software, hardware and other equipmentExperience researching, analysing and interpreting automated system problemsRelated experience and training in troubleshooting and providing help desk supportExcellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solutionThe ability to work well in a teamWhat we look for:If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the G42 community. What working at Presight offers:Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.