IT Operations & Support Technician - Helpdesk

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 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, 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:

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 catalogue 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.