Help Desk & Support Coordinator

Job description / Role

General presentation

Providing water, energy and waste management solutions since 160 years, Veolia offers public authorities and industries with a range of water, energy and waste management services vital to human development and sustainable growth in 48 countries around the world.

We continue to adapt and innovate in step with economic growth and human development by designing and implementing solutions that will have a positive impact on the environment and resources. Our goal is to build a better 21st century, we therefore see ourselves as #resourcers.

In the Middle East, Veolia works with industries, governments and communities, retail and commercial businesses, to deliver innovative and sustainable solutions that are needed today, with the vision required for tomorrow. Through public-private partnerships and innovative contractual schemes, Veolia is committed to achieving quantifiable results with sustainable, pragmatic solutions.

Context

Key figures:
- More than 1,300 employees in the Middle East (in addition to the 2,000 for Enova which reports directly to Veolia AMO, for Facility Management and energy Efficiency contracts in the ME)
- A strong local network with 12 offices across the region grouped in 3 geographies (UAE, Oman - Qatar and KSA, Bahrain, Kuwait)
- 30 years of sustainable partnerships
- More than 6,000 references

General description for all employees

Behavior promoting security and safety is the prime responsibility of all Veolia employees, and it cannot be overruled by any specific mission related to the position. And the right mindset of continuous improvement is part of the commitment of all employees.

Health & Safety
Complying with the Health & Safety procedures, including wearing Personal Protective Equipment (PPEs) as and when required is compulsory for all employees, and meeting local regulation related to Health. Participating in toolbox talks, reporting incidents and near misses are also part of the missions to ensure the safety of other employees and participating into a safe behavior that Veolia ME is promoting in every site

Security
Middle-East comprises multiple countries with complex political situations, which can generate some risk to the security of the employees and their relatives. An appropriate behavior, in line with the local habits and culture is required, along with the strict compliance on security procedures when traveling to a country that has a certain level of risk.

Cyber security
An employee can expose himself or the company to very large risk if he does not comply with cyber security policy. This Cyber Security is at the heart of the IT strategy with the SATAWAD (Safe AnyTime AnyWhere Any Device) strategy, for which the commitment of each employee is key

Continuous improvement
Being the world leader in environment services brings high expectations from clients, partners and customers. Such expectations can only be fulfilled with the right mindset of continuous improvement. It is through the attentive sight of each employee and their willingness to make things more efficient, better for the environment or with positive societal impact that we can strengthen our position of leader.

Digitally minded
Digital is one of the main pillars of the strategy of Veolia, to enhance the capabilities of our employees. Also, the level of digitalisation of the companies can significantly impact the satisfaction of the employees and clients, as such, having digitally minded employees is key to remain attractive in the market.

This appetite to resource the world is what makes us #Resourcer.

Job Purpose:
The Help desk & support coordinator provides technical support to end users and guides them through specific tasks and actions. For example, he/she will be in charge of the installation of computer equipment and / or phone (hardware and software) related to the workstation and make sure they work well. Upon user's request, he/she maintains (remote or on-site) of the equipment and solves the incidents.

Main activities:
- Organize the initial installation of computer equipment and/or phone (applications, PC, telephone equipments)
- Manage the problem remotely on PC/ chromebook / tablet, networks, email or telephone or pilot the providers in charge of solving the problems
- Control the compliance of equipments with the Group benchmarks
- Help users to handle the equipment and software installed
- Ensure proper respect and use of the ITIL processes: Request Management, Problem, Change Management and incident Management
- Ensure that daily requests catalogs, incidents and changes on the client perimeter are treated in the respects of the SLA in collaboration with all the service centers
- Control the smooth action plans in case of crisis on its perimeter
- Ensure that the requests management tool is in phase with the definition, time (SLA / OLA) and the quality requirements in the service catalog
- Follow regular performance of indicators in the client’s perimeter
- Analyze suggestions, complaints and reminders
- Control the user-oriented communication process
- Map the user path (from needs analysis to the service provided)

Personal Specifications:
- Bachelor's degree in Information Technology or related
- Certifications on Microsoft or Cisco is preferred
- Experience with Contractual management (yes/no to good use), sense of service, listening and responding appropriately to customers' requests
- Experience with defining, tracking, reporting and improving existing indicators
- Ability to identify problems, brainstorm and analyze answers, and implement the best solutions
- Knowing how to listen, transmit information, or convey a message clearly and in an impactful way, while adapting to one's audience. Dare to speak with honesty and respect in order to progress collectively
- Ability to plan its activities, to be rigorous and methodological in order to deal with different projects in parallel in a changing context

Technical Skills and Experiences
- Experience in Category definition
- Experience to handle the incidents, the demands or the changes relative to the Windows environment and Chromebook
- Experience to handle the incidents, the demands or the changes relative to the Office suite and Google
- Experience to handle the incidents, the requests or the changes relative to the problems of authentication
- Experience to be able to identify the network's blockings
- Experience to handle the incidents, the demands or the changes relative to the computing terminals
- Experience to handle the incidents, the requests or the changes relative to business and functional specific applications
- Experience to record, qualify, handle, climb or solve the incidents, request or changes
- Knowing best practices regarding outsourcing : support IT, third party application maintenance, Telco, Data center, application providers ....

About the Company

Veolia is the world's largest environmental services company.

For over 160 years, Veolia has provided public and private sectors with Water, Energy and Waste Management solutions and services which are vital to human development and sustainable growth.

With over 200,000 employees on five continents, Veolia designs practical solutions for the management (operation, treatment, distribution and/or supply) of Water, Waste and Energy. Through these three complementary activities, Veolia helps to develop access to resources, to preserve available resources and to renew them.

Veolia Group achieved revenues of EUR 28.5billion in 2021. (In 2020) the Veolia Group served 95mn inhabitants with drinking water, 62mn with sanitation, produced nearly 43mn MWH of energy, and recycled 47mn tonnes of waste.

Veolia aims to become the benchmark company for ecological transformation. Our goal is to build a better 21st century. We therefore see ourselves as #resourcers.

VEOLIA IN THE NEAR & MIDDLE EAST

Veolia has operated in the Middle East for over 30 years, providing innovative and sustainable water & waste services to industries, governments & communities, retail and commercial businesses.

Veolia has more than 3,000 employees in the Near & Middle East and a strong regional network of ~12 offices in the UAE, Oman, Saudi Arabia, Qatar, Bahrain, Kuwait, Jordan, Lebanon, and Turkey.

Veolia currently has over 6,000 project references of work delivered in the region, and continues to develop new projects through public-private partnerships and innovative contractual schemes.