IT Operations & Support Technician Emirates Airlines Dubai

Emirates Airlines

IT Operations & Support Technician in Call Center at Emirates Airlines in Garhoud Area opposite to Airport Terminal 3, Dubai, UAE will b 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. This is an Entry level full time job. And salary can range between 4000-7000 AED/month.

Responsibilities of IT Operations & Support Technician

  • 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 their customers.
  • Escalate any high impact incidents/service requests to the manager to ensure that relevant actions are taken immediately. To reduce the business impact on the smooth running of their departmental or the group’s global operations.
  • Specific IT Store: Coordinate with vendors for warranty/quote repairs and on-site 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 handed-over processes do not exist) to route incidents to the relevant support teams to obtain the fastest possible resolution to their 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.

Requirements for Role of IT Operations & Support Technician

  • Vocational or Diploma (12+2 or equivalent)
  • 3+ years of overall work experience in Customer Support and Operational Support role.
  • Must have proven experience in systems, operations and environments of a similar size and complexity.

Skills And Knowledge Desired

Working knowledge of PCs and applications such as MS Office, Outlook etc.

Business Solutions & Operations Specialist Emirates Airlines Dubai

To apply for this job please visit www.emiratesgroupcareers.com.


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