Service Desk Analyst - IT Apps (1st Line Support)

IT Support Coordinator - dnata / The Emirates Group, Dubai; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

dnata Travel in Dubai is seeking an IT Support Coordinator to join the Service Desk ME&I team. The role focuses on providing 1st level support for dnata Travel applications and analyzing incidents reported by end users and vendors, ensuring timely resolution within SLA and updating users on status.

The job emphasizes guiding business users on SOPs, maintaining the knowledge base, and contributing to service desk performance reporting with proactive reductions in incidents through training and

Qualifications

Responsibilities

• 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 & escalates 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.

Job description

dnata Travel in Dubai is seeking an IT Support Coordinator to join the Service Desk ME&I team. The role focuses on providing 1st level support for dnata Travel applications and analyzing incidents reported by end users and vendors, ensuring timely resolution within SLA and updating users on status.

The job emphasizes guiding business users on SOPs, maintaining the knowledge base, and contributing to service desk performance reporting with proactive reductions in incidents through training and