IT Support Coordinator – dnata / The Emirates Group, Dubai

Job Purpose:
The role holder will function as a Service Analyst in the Service Desk ME&I team within dnata Travel with an objective to:

Provide 1st level support for dnata Travel applications
Analyse the service incidents (app. support) received directly from end users & incidents raised by technical vendors which are categorized as functional
Ensure service incidents are resolved within SLA, providing continuous updates to business users on status
Guide business users on adhering to Standard Operating Procedures & Business Processes on systems
Identify risks of delay in incident resolution & escalate to Senior Service Analyst
Ensure Knowledge Base & FAQ are continuously updated with root cause analysis
Ensure Service incidents are closed with accurate comments & categories to help in accurate data output Service Desk performance reporting
Identify opportunities of reducing service incidents through various methods such as Training, system automation, etc.

More info:

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