IT Support Coordinator - dnata / The Emirates Group, Dubai

Job Purpose: The role holder will function as a Service Analyst in the Service Desk ME&I team within dnata Travel with an objective to: 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 & escalate 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...