Global Carrier & IT Service Desk Engineer

Emirates Integrated Telecommunications Company; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Emirates Integrated Telecommunications Company PJSC seeks a capable Service Desk Lead to oversee 24/7 operations, ensuring timely incident resolutions and quality documentation. The role requires coordination across IT and telecom teams, escalation handling and performance reporting.

You will monitor KPIs, drive process improvements, and serve as a liaison between users and support teams while maintaining updates to escalation matrices.

Qualifications

• Bachelor degree in Telecommunications Engineering or Electronics and Communications Engineering or equivalent.
• Minimum 3 years of experience in telecom/IT service operations.
• Basic understanding of IP technologies and strong communication skills.

Responsibilities

• Oversee service desk operations ensuring 24/7 coverage and timely incident resolution.
• Monitor, analyze and report performance metrics to identify trends and improvements.
• Coordinate international change management and stakeholder communications.
• Escalate issues with complete context to minimize business impact.
• Maintain updated escalation matrices and knowledge base for future use.

Skills

English proficiency

MS Office

Self-motivated

Team player

Conflict resolution

Analytical thinking

Education

Bachelor degree in Telecommunications Engineering

Tools

Trouble-ticketing systems

Job description

Emirates Integrated Telecommunications Company PJSC seeks a capable Service Desk Lead to oversee 24/7 operations, ensuring timely incident resolutions and quality documentation. The role requires coordination across IT and telecom teams, escalation handling and performance reporting.

You will monitor KPIs, drive process improvements, and serve as a liaison between users and support teams while maintaining updates to escalation matrices.