At Emirates, we believe in connecting the world through our global hub in Dubai and in 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.
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As an IT Operations & Support Technician, you 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 while 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 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 that relevant actions are taken immediately to reduce the business impact on the smooth running of our department or the group's global operations.
- Coordinate with vendors for warranty/quote repairs and on-site repair services.
- Update and maintain IT asset inventory and service catalogue items ensuring availability across the group.
Requirements
- Vocational or Diploma (12+2 or equivalent) and 3+ years of overall work experience.
- Experience in Customer Support and Operational Support role.
- Proven experience in systems, operations, and environments of similar size and complexity.
- Working knowledge of PCs and applications such as MS Office, Outlook, etc.
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. You can find out more information about our employee benefits on our website.
