Application Lead (B2B/B2C)
The Emirates Group
14d ago

The role holder will function as an Application Expert / Lead in the Service Desk team within dnata Travel IT with an objective to : -

Provide 1st level support for dnata Travel B2B / B2C 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 Team Lead - 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 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 - Experience in specific business areas such as B2B or B2C -

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 Default text to be providedDefault text to be providedDefault text to be provided

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