Job Purpose: 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. - Provide administrative support on systems to configure &
manage Master setups, System rules, end-user access, etc. - Conduct testing on
system defect fixes and ensure sign-off is provided within agreed timelines -
Seek opportunities to improve optimum & effective use of business systems
Accountabilities: Plan: - For system defects, prepare test plans for user
acceptance testing and prepare training plans/update user guides/knowledge
base for the release of systems defects. - Provide on-time updates to business
users on upcoming system releases & defect fixes, including outages Deploy: -
Drive the adoption of Service management processes & techniques to achieve the
resolution of incident tickets within agreed SLA's meeting business
expectations - Follow Standard Operating Procedure to drive adherence of
service incident management. Provide high quality system support to the users
by encouraging best practices to improve the productivity & cost efficiency
Lead: - Develop and leverage relationships with business operational staff &
technical team members to define & deliver service to SLA's. - Monitor service
incidents continuously ensure timely resolution, flagging risks to Business
Systems Officer Executive: - Provide training/support to the business for
assigned systems and drive improvements & changes recommended in the Causal
Analysis reports - Ensure Standard Operating Procedure, Knowledge Base, User
Guides & all system documentation are up to date and available for use by the
team & end-users - Perform necessary testing for system defects, report the
deviations through proper documentation and ensure the system is delivered in
accordance with the specification
Qualifications & Experience: Qualification & Education: - Degree or Honours
(12+3 or equivalent) - Additional qualification in IT / Computer Science or
ITIL or Service Management is an advantage, but not mandatory Experience: -
Minimum 3 years' experience of which at least 2 years in a Service Desk role -
Demonstrated problem solving & process improvement experience - Experience in
the travel industry is an advantage, but not mandatory Training & Knowledge: -
Strong skills in problem solving - Demonstrable logical, creative and
analytical thinking skills - Excellent written and verbal communication skills
- Proficiency in MS-Office applications - Proficiency in computer software
design and testing
Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary
and travel benefits that are exclusive to our industry, including discounts on
flights and hotels stays around the world. You can find out more information
about our employee benefits in the Working Here section of our website
www.emirates.com/careers. Further information on what's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.
Job Purpose: To restore normal IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for Emirates Group and External Clients. To be a Single point of contact (SPOC) for the assigned incident resolution and service requests.…
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