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 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

• Minimum 3 years’ experience
• MS Office
• Strong in problem solving - logical - analytical skills