JOB PURPOSE
Working in an IT Technical Operation Centre environment (24*7) resolving incidents raised internally by Emirates Group staff by identifying, analysing incidents. To ensure that IT service operations remain within the agreed service levels and minimize the adverse impact by proactively identifying and highlighting issues and risks.

Job Outline:

- Managing inbound and outbound customer calls in a timely manner.
- Identifying customers’ needs, clarify information and providing solutions.
- Analyse reported incidents and provide First Call Resolution (FCR) to customers enabling them to resume their work with a minimum disruption and within the agreed Service Level targets.
- Coordinate with various support teams (Internal) and external vendors and service providers (SITA, TATA, etc.) to ensure quick resolution of incidents and service restoration.
- Follow process & procedures in line with the TOC policies

Note:
- The job will require you to work on shifts (24*7).

QUALIFICATIONS & EXPERIENCE

Qualifications & Experience:

- Experience in providing IT support over phone, chat or other communication protocols.
- Diploma or Degree in Information Technology (or equivalent)
- Minimum 2 years’ experience in IT Operations environment.
Knowledge/skills:
- Experience in IT Contact Centre will be an added advantage.
- Experience in IT Systems, Operations and Customer Service environment.
- Incident Management Process based on ITIL V3
- Operations Management based on ITIL V3
- Technical & Professional Certifications (MCSE, MCP, ITIL foundation etc.) will be an added advantage.