IT Operations & Support Technician - Emirates Group

The role involves handling the IT Store operations at Emirates within an ITIL process-oriented framework. Key duties comprise organizing service requests, administering warranty claims, facilitating new orders, and maintaining effective communication with Business, vendors, P&L, and technical teams.

Responsibilities:

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.
Update and Maintain IT asset inventory and service catalog items and ensure the availability of relevant services across the group.
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.

Qualifications & Experience:

Information Technology and Other: 3+ Years of experience and vocational or Diploma (12+2 or equivalent)
Proven experience working in the industry with a focus on ITIL processes.
Proficiency in using inventory management tools and software.
Strong analytical skills, with experience in conducting physical audits and generating detailed reports using tools like MS Excel.