• dnata UAE Careers | Support Desk Officer

    dnata UAE Careers | Support Desk Officer

    Location: United Arab Emirates

    Job Description

    This would be part of a new team that is working on launching an Attractions Marketplace that connects resellers globally to tours, excursions and attractions. The marketplace will provide Attractions with easy and quick access/connectivity to a wide and varied list of trade partners. On the other side, resellers will have a one point of access to book all attractions, introducing them to a wider list of attractions that can be offered to their customers.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Respond to customer communication regarding software/hardware issues received via phone/email and/or ticketing system. Evaluate nature of the problem; determine the appropriate solution and aid resolve the situation for a user.

    • Liaison with other departments to provide updates on current mutual topics/issues, participate in problem solving and development of mutual solutions and improvements.

    • Diagnosing hardware and software faults and solve technical and application problems. Either over the phone, via email or in person. There is often pressure to work as fast as possible to deal with problems and achieve immediate results in all situations.

    • You will be responsible for maintaining the day to day operations of the system on-going.

    • Anticipating problems, spotting opportunities, and designing solutions.

    • Systematically address recurring issues by scaling education of the users through training and documentation, and implementing technical solutions. You have to quickly become familiar with the company’s technical systems that are in use. You are capable of explaining technical information to existing or potential users in an easily understood manner.

    • Offer ideas for procedures and processes to improve service and user satisfaction.

    • Work to identify and resolve complex department issues.

    • Present analyses and reasonable solution clearly and concisely.

    • Translate functional requirements to the software developer.

    • Identify and escalate situations requiring urgent attention.

    • Estimating what is possible, weighing options and indicating limits.

    • Coordination between the different departments and keeping the account management ready.

    Job Requirements

    • Work independently, prioritize multiple stakeholders and tasks, and manage time efficiently.The ideal candidate has the ability to clearly document issues and solutions. Learn quickly; be curious and open to look into unknown systems.

    • Has a strong feeling of responsibility and knows how to set priorities

    • Is hands-on, stress-resistant and has empathy for the client needs

    • Is professional in its writing and has an excellent level of English speaking, writing and reading.

    Job Details

    Company/Organization: dnata

    Employment Type: Full-time Job

    Job Location: United Arab Emirates

    Application Deadline: 12 December 2018