Job Details
Type: Full Time
Post Date: 30+ days ago
Industry: Other
Job Description
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.
Qualification:
Information Technology/Other: 3+ Years, Vocational or Diploma (12+2 or equivalent)
3+ years of overall work experience.
Knowledge/skills:
Experience in Customer Support and Operational Support role.
Must have proven experience in systems, operations and environments of a similar size and complexity.
Working knowledge of PCs and applications such as MS Office, Outlook etc.
Based in Dubai, the Emirates Group employs over 103,363 staff from more than 160 nationalities. The Emirates Group’s extensive and diverse international portfolio includes the world’s largest international airline, Emirates, and one of the largest combined air services provider in the world, dnata. Within the Group there are a diverse range of businesses which offer a wide spectrum of career opportunities, all of which can be explored through the Group's dedicated careers website, emirates.com/careers Essential to the Group’s ongoing success is the employment of high-quality people who benefit from living and working in Dubai, a modern cosmopolitan city offering one of the most desirable lifestyles in the world. The Emirates Group employees come from over 160 nationalities, receive tax-free salary and benefits package, and are offered professional development opportunities to further their careers with the organisation. If you are a high-performer, seeking a career challenge, personal and professional development, and reward and recognition for your contribution, then the Emirates Group is the perfect opportunity for you. To find out more about the career opportunities the Emirates Groups offers and how to become part of our future growth and rapid success, visit emirates.com/careers
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