IT Operations amp Support Technician-Call Center - The Emirates Group

Job Purpose: At Emirates we believe in connecting the world to and through our global hub in Dubai; and in constantly innovating to ensure our customers Fly Better. Do you want to play a part in that journey and own technical products used by stakeholders and customers across the world Join us in cosmopolitan Dubai as a Product Owner and make your mark on the aviation world by taking our products to the next level!

Working in an Operation & Support environment following procedures and guidelines to resolve incidents fulfill service requests and carry out deployment activities & preventive maintenance. The role ensures that all IT service operation activities remain within the agreed service levels and minimize the adverse impact as well as ensuring incidents are resolved.

Job Outline:

Generic

• Provide good customer service to both internal (EGIT) and external customers ensuring that the service provided is in line with the specific qualitative/quantitative targets and key performance indicators of the task.
• Inform customers of the status and progress of incidents and service requests. Inform customers if incidents and/or service requests are about to breach the Service Level Agreements to confirm closure and obtain feedback from our customers.
• Escalate any highimpact incidents/service requests to the manager to ensure that relevant actions are taken immediately to reduce the business impact on the smooth running of our departmental or the groups global operations.

Specific IT Stores

• Coordinate with vendors for warranty/quote repairs and onsite repair services. Prioritize and manage hardware/accessory issuance from the store queue based on incidents and service requests
• Update and Maintain IT asset inventory and service catalog items and ensure the availability of relevant services across the group.

Specific Technology Command Centre

• Resolve incidents and receive inbound and outbound calls to provide good customer service for both internal and external customers ensuring that the service provided meets the specific targets and KPIs
• Ensure that the maximum number of incidents are resolved on the first call or when applicable (where handedover processes do not exist) to route incidents to the relevant support teams to obtain the fastest possible resolution to our customers.

Specific Global Field Support

• Ensure that the moves and relocations across the corporate buildings and airport align with the business expectations.
• Ensure that the devices (laptops and handheld) are upgraded with the latest OS security and application patches.

Qualifications & Experience: Qualification:

• Information Technology/Other: 3 Years Vocational or Diploma (122 or equivalent)
• 3 years of overall work experience.

Knowledge/skills:

• Experience in Customer Support and Operational Support role.
• Must have proven experience in systems operations and environments of a similar size and complexity.
• Working knowledge of PCs and applications such as MS Office Outlook etc.