IT Operations & Support Technician

Description & Requirements

• 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'.
• Emirates Group IT Thrives on the dynamic nature of technology. Being pioneers in aviation, we're always at the forefront, pushing boundaries. We're on the lookout for exceptional IT professionals to
• fortify our position as leaders in the industry. Embark on a journey with the world's largest international airline and become a vital part of our cutting-edge information and technology team as an IT
• Operations & Support Technician.
• The IT Operations & Support Technician will resolve incidents, fulfil service requests, and carry out deployment activities & preventive maintenance by following procedures and guidelines. 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.
• In this role, you will:
• 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 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 our departmental or the groups' global operations.
• 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 our customers.
• To be considered for this role, you must meet the below requirements:
• Vocational or Diploma (12+2 or equivalent).