IT Support Coordinator

Job ID: 223
Employment Type: Full Time
Hiring Organization: EHSS.AE
Salary: 4000AED – 10000AED
Location: Dubai, UAE

About EHSS:

Emirates Hiring Services and Solutions EHSS is created to provide the latest updates about all happening in UAE and the world. We cover various topics including Health News, Technology, Politics, Finance, Gaming, Entertainment, World News, and much more.

We are dedicated to providing the latest updates on trending topics and this information is free for consumption but not to use as your own content.

About Role:

Give dnata Travel applications first-level support. Analyze service incidents (app support) received directly from end users as well as incidents raised by technical vendors and classified as functional. Ensure that service incidents are resolved within the SLA, and provide status updates to business users on a regular basis. Help business users follow Standard Operating Procedures and Business Processes on systems. Determine the risks of incident resolution delays and escalate to a Senior Service Analyst. Ensure that the Knowledge Base and FAQ are kept up to date with root cause analysis.

Responsibilities:

Prepare test plans for user acceptance testing and training plans/update user guides/knowledge base for the release of system defects for system defects.
Provide business users with timely updates on upcoming system releases and defect fixes, including outages. Deploy: Drive the adoption of service management processes and techniques to resolve incident tickets within agreed-upon SLAs while meeting business expectations.
Follow Standard Operating Procedure to ensure service incident management adherence.

Requirements:

12+3 or equivalent degree or honours
An additional qualification in IT/computer science, ITIL, or service management is advantageous but not required.
Minimum of three years’ experience, with at least two years in a Service Desk role. Demonstrated problem-solving and process-improvement skills.
Experience in the travel industry is preferred but not required.

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