About
At Emirates, we believe in connecting the world to and through our global hub in Dubai, constantly innovating to ensure our customers ‘Fly Better’. Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management. As an IT Operations & Support Technician, you will be responsible for resolving incidents, fulfilling service requests, and carrying 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, ensuring incidents are resolved.
Responsibilities
- Provide good customer service to both internal (EGIT) and external customers, ensuring that the service provided is in line with specific qualitative/quantitative targets and key performance indicators of the task.
- Inform customers of the status and progress of incidents and service requests.
- Escalate any high-impact incidents/service requests to the manager to ensure relevant actions are taken immediately.
- 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 catalogue items.
- Resolve incidents and receive inbound and outbound calls to ensure good customer service.
- Ensure that the moves and relocations across corporate buildings and airports align with business expectations.
- Ensure devices are upgraded with the latest OS, security, and application patches.
Requirements
- Vocational or Diploma (12+2 or equivalent) and 3+ years of overall work experience.
- Experience in Customer Support and Operational Support roles.
- Experience in IT Help Desk/Technical Call Centre.
- Knowledge in ITIL, Service Now, Operating systems, Active Directory, Azure Administration, and troubleshooting hardware issues with PCs & other end products.
- Knowledge of remote management tools like RDP and deployment tools such as SCCM and Intune.
- Working knowledge of PCs and applications including MS Office and Outlook.
Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays around the world. For more information about our employee benefits, please refer to the Working Here section of our website. Further details on what it’s like to live and work in our cosmopolitan home city can be found in the Dubai Lifestyle section.
