IT SERVICE DESK in Airline Domain
Role Overview
Provide second-level service desk support as the airline's single point of contact, resolving escalated incidents and service requests and guiding technicians.
The role operates under the client's day-to-day direction and provides operational guidance, L2 support, and shift escalation; it has no people-management, process-ownership, or approval authority.
Key Skills for This Role
Full Job Posting
Role scope
Provide second-level service desk support as the airline's single point of contact, resolving escalated incidents and service requests and guiding technicians.
The role operates under the client's day-to-day direction and provides operational guidance, L2 support, and shift escalation; it has no people-management, process-ownership, or approval authority.
Coverage
- Provide 24×7 roster-based coverage, including weekends and public holidays, with formal shift handovers and critical-incident escalation.
Support and service management
- Resolve complex incidents within assigned access or escalate them with complete diagnostic details; maintain accurate tickets, user updates, and timely SLA escalations.
- Follow approved ITSM processes, guide technicians, monitor SLA and KPI compliance, and report process issues.
- Contribute to monthly reports, analyze request trends, and recommend practical improvements for approval.
- Coordinate technicians, workload, follow-up, and handovers without line-management authority.
Knowledge, incidents, and access
- Coordinate technician coaching and formal training needs with the IT Training team.
- Maintain reviewed knowledge-base content and document reusable solutions and troubleshooting steps.
- Conduct initial post-incident reviews and capture timelines, lessons, and actions for escalation.
- Process only authorized access requests, retain approval evidence, and escalate suspected security issues.
Required experience
- Strong L2 service desk support experience in an enterprise environment.
- Experience with ITIL-based ITSM processes, ServiceNow, Active Directory, and Microsoft 365 administration.
- Experience with SLA ownership, major incident coordination, knowledge management, and technician mentoring.
- Availability for 24×7 roster-based support, including weekends, public holidays, and shift handovers.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at TAT IT Technolgies
Engineer – IT Operations
Dubai, UAE
The employer is seeking an IT Operations Engineer to support business-critical production services in a 24×7 environment. The role covers monitoring, incident response, backups, recovery, change coordination, and data-ce
Software Engineer – Digital Payments
Abu Dhabi, UAE
The employer is seeking a Software Engineer to improve resilience and production stability across critical banking and payment applications. Candidates need hands-on Java and Spring Boot experience, distributed-systems a
Technician – IT Service Management in Airline Domain
Dubai, UAE
The role supports implementation, operation, maintenance, and improvement of IT service-management processes for airline-domain services. Candidates should be familiar with ITSM and ITIL practices and be able to coordina
Manager - Technology Lifecycle and Resilience in banking domain
Abu Dhabi, UAE
The employer is seeking a Manager to lead technology lifecycle governance and enterprise resilience strategy for banking clients. The role covers lifecycle frameworks, resilience architecture, cross-functional alignment,
Senior Test(Digital Signature journeys, DigiSign platforms, API integration)
Abu Dhabi, UAE
The employer seeks a Senior Test Engineer with banking-domain experience to validate digital-signature journeys, DigiSign platforms and API integrations. The role covers SIT, UAT, regression, release and production testi
Technical Account Manager-Insurance Domain
Dubai, UAE
The employer seeks an experienced Technical Account Manager with mandatory insurance-domain expertise and strong techno-functional skills. You will lead UAE client engagements, project delivery and application support, w
Enterprise Architect – Tech Resilience in banking domain
Abu Dhabi, UAE
The employer is seeking an Enterprise Architect to shape resilience and failover architecture for a banking client. The work includes assessing current systems, identifying recovery risks, and developing target-state opt
React Native Lead-mobile application +web Application ( both must)–Typescript
Dubai, UAE
A technology provider is seeking a React Native Lead to develop mobile and web applications for a banking client. The role requires at least six years of hands-on React Native experience, strong React and TypeScript skil
Engineer – IT Operations
Dubai, UAE
Software Engineer – Digital Payments
Abu Dhabi, UAE
Technician – IT Service Management in Airline Domain
Dubai, UAE
Manager - Technology Lifecycle and Resilience in banking domain
Abu Dhabi, UAE
Senior Test(Digital Signature journeys, DigiSign platforms, API integration)
Abu Dhabi, UAE
Technical Account Manager-Insurance Domain
Dubai, UAE
Enterprise Architect – Tech Resilience in banking domain
Abu Dhabi, UAE
React Native Lead-mobile application +web Application ( both must)–Typescript
Dubai, UAE