Helpdesk Executive

Overview:
Presight is looking for an experienced Helpdesk executive to supervise/Monitor
system performance/status, Ticket management/remedy portal.


The opportunity

To 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 is UAE's leading Analytics-driven, Cloud first, AI-enabled company
with a deep focus on driving digital transformation in the MENACA region to
power the next generation of cities, businesses, and industries. When it comes
to challenges faced by organizations in the MENACA regions, Presight has in-
depth knowledge and expertise. Presight enables public and private sector
stakeholders to make analytics-driven, intelligent decisions. Its solutions
help steer digital transformation and simplify its customers' challenges
across various industries, including digital governments, national security,
national cloud, healthcare, financial sectors, and infrastructure.

Founded in ‎2020, the company is headquartered in Abu Dhabi, UAE. Presight has
developed transformative products/solutions which enable its customers to gain
a stark competitive advantage by integrating AI, deep Analytics and ML in
their digital transformation. The team of over +‎190 staff includes domain
specialists, operations experts, data scientists, solution architects,
software developers, engineers and data analysts from different countries -
all committed to delivering impact.

Presight is an operating company of G42, UAE's leading AI and Cloud Computing
company that champions AI as drivers that power progress, propelled by the
combination of exceptional people and technology.
Responsibilities:
Key responsibilities

The 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.

Functional

• To 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 implementation


• Direct unresolved issues to the next level of support personnel


• To generate and export data reports, spreadsheets, and documents as needed


• To notify supervisor of system status, applications processing status and of any equipment requiring maintenance


• To write and report the daily task to management team


• To get trained by vendors to take over the relevant operation knowledge, and take over the key task from vendors


• Identifies 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 logs


• Identify and suggest possible improvements on procedures


• Follow standard help desk procedures


• Log all help desk interactions


• Administer help desk software


• Follow up with customers and users to ensure complete resolution of issues


• Redirect problems to correct resource


• Identify and escalate situations requiring urgent attention


• Inform management of recurring problems


• Help update training manuals for new and revised software and hardware


• 
  

  Train computer users as necessary
  Qualifications:
  To 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 field


• 
  

  Proven experience as a help desk technician or other customer support role
  Ideally, you'll also need

  
  


• 
  

  Familiarity with common Ticket management/Remedy portals, operating systems and network monitoring programs

  
  


• Excellent English communication skills, including speaking, writing and active listening


• Good collaboration and teamwork skills with internal management team


• Timely response and communication with management team for any immediate problems or errors


• Active attitude toward new programs and systems


• Strong understanding of operations, services, and applications


• Excellent engineering and manufacturing control


• Good analytical and problem-solving skills


• Tech savvy with working knowledge of office automation products, databases and remote control


• Good understanding of computer systems, mobile devices and other tech products


• Ability to diagnose and resolve basic technical issues


• Excellent communication skills


• Customer-oriented and cool-tempered


• Working knowledge of fundamental operations of relevant software, hardware and other equipment


• Experience researching, analysing and interpreting automated system problems


• Related experience and training in troubleshooting and providing help desk support


• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution


• The ability to work well in a team
  
  What 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 G42 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.

Work-Life: A hybrid work policy to strike the perfect balance between
office and home.

Rewards: A competitive remuneration package with a host of perks including
healthcare, education support, leave benefits and more.

About G42

G42 is a global leader in creating visionary artificial intelligence for a
better tomorrow. Born in Abu Dhabi and operating across the world, G42
champions AI as a powerful force for good. Its people are constantly
reimagining what technology can do, applying advanced thinking and innovation
to accelerate progress and tackle society 's most pressing problems.
G42 is driving change in the region and beyond, joining forces with nations,
corporations and individuals to create the infrastructure for tomorrow's
world. From molecular medicine to space travel and everything in between, G42
realizes exponential possibilities, today.

To confidently demonstrate that you meet the criteria above, please contact
us.

G42 is the force that gets you further. Join us.