IT Support Specialist
1 month ago
dnata Travel Group, a key player in the travel industry, encompasses renowned brands such as Gold Medal, Netflights, Travelbag, and Travel Republic.
We are currently seeking a skilled and customer-oriented IT Support Specialist to join our team on a fixed-term contract. In this position, you will engage with a diverse array of IT projects and activities while delivering first and second-level desktop support to maintain the seamless operation of our IT infrastructure.
This role offers a hybrid working arrangement, requiring three days in the office and two days remote, subject to operational requirements.
Key Responsibilities:
- Overseeing incidents that disrupt normal operations and prioritizing support tickets based on their impact on the business.
- Addressing inquiries related to product functionality and operations.
- Diligently recording Service Requests and Incident details in the Service Desk Call Logging System.
- Analyzing the root causes of incidents and identifying resolutions.
- Developing suitable workarounds to restore staff to operational capacity.
- Providing timely updates to staff and, when necessary, third-party stakeholders.
- Participating in the on-call rotation for managing Major Incidents, coordinating with relevant IT teams and external vendors while ensuring regular updates to the business and end-users.
- Escalating incidents as necessary to prevent SLA breaches.
- Maintaining the Service Desk Knowledge repository and updating technical training materials.
- Assisting with departmental relocations.
Required Skills and Qualifications:
- Comprehensive knowledge of Microsoft Windows Operating Systems (Win10, Microsoft365), Active Directory, O365, Group Policies, and DNS.
- Proficiency in Microsoft Office applications and experience with MS Active Directory/Exchange, email, and antivirus security solutions.
- Demonstrated experience in troubleshooting desktop and laptop hardware issues, as well as TCP/IP network connectivity challenges.
- Familiarity with Telephony/VOIP systems and experience in configuring networked printers.
- Competence in supporting iPhones and Android devices.
- ITIL Foundation certification.
- Experience with ITSM tools such as ServiceNow or Manage Engine.
- Excellent written and verbal communication skills.
- A valid driving license, as the role may require travel to various locations for technical support.
Desirable Qualifications:
- Experience or certification in cloud technologies.
- Background in the travel or airline industry.
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