IT Operations & Support Technician

Job description / Role

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'. Join the Emirates Group IT Team in Dubai. Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, 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 IT Operations & Support Technician.

The role involves handling the IT Store operations at Emirates within an ITIL process-oriented framework. Key duties comprise organizing service requests, administering warranty claims, facilitating new orders, and maintaining effective communication with Business, vendors, P&L, and technical teams. Additionally, responsibilities extend to managing IT assets and service request catalougs. Generating monthly, quarterly, and annual reports on hardware inventory, service requests, and incidents, and conducting data analysis, as well as monitoring inventory stock, are integral aspects of the role.

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 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 group's global operations.

Specific IT Stores

- 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 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.

Requirements

Qualifications & Experience
Qualification:

- Information Technology and Other: 3+ Years of experience and vocational or Diploma (12+2 or equivalent)

Knowledge/Skills:

- Proven experience working in the industry with a focus on ITIL processes.
- Proficiency in using inventory management tools and software.
- Strong analytical skills, with experience in conducting physical audits and generating detailed reports using tools like MS Excel.
- Excellent communication and interpersonal skills, with the ability to coordinate effectively between customers, vendors, and technical teams.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.