Job Purpose:

Working in a contact centre environment following procedures and guidelines in order to resolve incidents and problems raised internally by Emirates Group staff or externally from Mercator customers. To ensure that IT service operations remain within agreed service levels and minimise the adverse impact. As well as ensuring incidents are resolved.

Job Outline:

• Receive inbound and outbound calls, resolving incidents and problems to provide a superior service to our customers both internal to EG-IT and external to the Group and Mercator Customers. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
• To pro-actively keep customers informed on the status and progress of incidents by scheduling tasks and setting up alerts. To inform customers if incidents and/or service requests are about to breach the Service Level Agreements and to confirm closure and obtain feedback on incidents from our customers.
• To ensure that the maximum amount of incidents are resolved on the ?first call? or when applicable (Where handed over processes do not exist) to route incidents to the relevant support teams (including the relevant warm handshake) to obtain the fastest possible resolution to our customers.
• Maintain the corporate data library ensuring that tapes required for Job processing are maintained with adequate data security and that environmental parameters such as temperature, humidity in the computer room are maintained.
• To escalate any high impact incident or scenario immediately to IT Operations Shift Leader, Duty Manager or Incident Manager to ensure that relevant actions are taken immediately to reduce the business impact to the smooth running of our departmental or the group's global operations.

Qualifications & Experience:

Information Technology: 3+ Years
Education: Vocational or Diploma (12+2 or equivalent)
Experience: 3+ yrs within an IT Service Desk, job processing or operational role.

Knowledge/skills:

• Must have proven experience in systems, operations and environments of a similar size and complexity.
• Working knowledge of PCs and applications such as MS Office, Outlook.

Salary & Benefits

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website.

Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section. Whatever role you are interested in, we offer a competitive total pay and benefits package. With the diverse range of the opportunities within the Emirates Group this package varies from role to role to ensure that we attract and retain the talent we need to continue our success.

The details below give a flavour of the benefits we offer for generic Dubai based roles, but please check with our Recruitment Specialists to find out which will be applicable to the role you are interested in, especially if this is outside Dubai or with dnata.

Alternatively please review the benefits in each of the specific careers sections.

Fixed Compensation for Dubai based roles

• Competitive base salary, paid tax free and reviewed annually
• Accommodation or a cash alternative
• Transport or a cash alternative

Variable Compensation for Dubai based roles

• Role specific allowances – payable to those in specialist roles or who have specialist skills
• Eligibility for the Emirates Group Profit Share scheme – an annual scheme that pays out to all eligible colleagues if the Group profit target is exceeded

Benefits (contractual)

• Medical insurance; Life insurance; Personal accident / Workmen’s Compensation – insurance to ensure you are appropriately covered for medical treatment, emergencies and accidents whilst employed by the Group.
• Education Support Allowance – assistance with the cost of your eligible children’s education in Dubai or abroad, applicable to eligible grades only.
• Annual leave – a minimum of 30 calendar days per year.
• Annual leave travel – a return ticket home each year, paid for by the Group.
• End of Service Benefit - a gratuity payment at the end of your service with the company which increases with your length of service.
• Pension Scheme – a retirement savings plan, applicable to eligible grades and nationalities only.

Benefits (non-contractual)
Emirates Group Staff Travel – enables you, your family and friends to travel the world at discounted rates on Emirates Airline and selected other airlines.

Emirates Platinum Card – enables you to benefit from discounts on shopping, dining, entertainment, services, leisure and hotels from 1000’s of retailers in Dubai and around the world.

Our culture and diversity

The Emirates Group has a lot in common with Dubai. The languages, cultures and ethnic backgrounds that make up our group help us innovate and grow our business in exciting ways. For example, Emirates was the first to introduce onboard showers. We also believe that the customer experience we offer is really different. And of course, safety is paramount – it’s there in everything we do. In the Middle East, dnata was one of the earliest adopters of electric ramp vehicles and ‘smart’ battery charging. We have also introduced Vaculex loading aids in Dubai, which are safer for staff and more cost effective for customers.

Our initiatives

Our whole industry is committed to reducing aviation’s carbon footprint. As a group, we want to go further than that – and make sustainability and eco-efficiency the cornerstones of all group operations in the air, and on the ground. We go further than making a difference within the industry. At dnata4good, we come together to reach out and support children in need and endangered wildlife all around the world. The Emirates Airline Foundation is another way we are actively working towards creating a better world for children. We provide life-changing medical treatment, clean water and educational opportunities.

Additional Requirements

• IT Service Desk
• MS Office