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Job Purpose: Job Purpose: The role holder will function as a senior analyst in the Service Desk ME&I within dnata Travel with an objective to: – Analyse the service incidents (App support) & problems elevated to level 2, change management (system defects & product advisories) and release management including system outages – Lead the level 1 service analysts to oversee the incidents managed by them & ensure service incidents are resolved within SLA – Ensure Knowledge Base & FAQ is continuously updated with root cause analysis of Level 2 incidents so that these incidents are effectively managed by Level 1 in the future – Understand the business Standard Operating Procedure & identify efficiencies in ensuring optimal use of technology – Ensure Service incidents are closed with accurate comments & categories to help in accurate data output Service Desk performance reporting – Liaise with Level 2/3 technical teams to ensure resolution of service incidents not only meet business requirements but aligns with technology strategy 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. – Coordinate with Business Systems Controller & dnata Travel IT delivery team on a regular basis to gauge incidents expected in the service team and plan accordingly to meet Service SLA 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 & L2/3 technical team members to define & deliver service to SLA’s. – Monitor & be accountable for all service incidents. Execute: – 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 1 years are technical analysis experience – Demonstrated problem solving & process improvement experience – Experience in leading a team is an advantage, but not mandatory – Experience in the travel industry is an advantage, but not mandatory Training & Knowledge: – Strong skills in problem solving – Knowledge of business improvement practices – Demonstrable logical, creative and analytical thinking skills – Excellent written and verbal communication skills
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.
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 1 years are technical analysis experience – Demonstrated problem solving & process improvement experience – Experience in leading a team is an advantage, but not mandatory – Experience in the travel industry is an advantage, but not mandatory Training & Knowledge: – Strong skills in problem solving – Knowledge of business improvement practices – Demonstrable logical, creative and analytical thinking skills – Excellent written and verbal communication skills
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.
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