Desktop Engineer

at UAE Manpower
Location Dubai, United Arab Emirates
Date Posted August 3, 2021
Category Computer & IT



Desktop Engineer with 5 yrs experience, must be in the UAE



Education: Degree Level or Minimum Bachelor’s Degree Holder in Computer Science or Computer Engineering field or equivalent field.


  • ITIL V3 Service Operation Qualification are required
  • ISO2000 and COBIT Qualification are preferable.


  • The Jobholder should have 3 to 5 years’ experience as service desk engineer in process driven, customer centric industries.


  • They should be experienced in performing Service Desk activities and managing ITIL V3 Service Operation processes and tools in the Enterprise; they should have good experience in providing great customer service and technical support for different Infrastructure and Application Services.



  • Knowledge in the Aviation industry and aviation solution is preferable but not mandatory.


  • Knowledge in ITIL Service Operation process is Mandatory.
  • Knowledge in IT infrastructure Operation and Application Support
  • Knowledge in supporting and troubleshooting TCP/IP, Ethernet, WAN and WLAN networks, Telephony, and application services.
  • Basic knowledge in Infrastructure monitoring and management tools such as Micro Focus NNMi,Operation Bridge ..etc.
  • Knowledge in customer relationship
  • Knowledge in the existing technology services and current schemes at Dubai Airports, or similar airports/organizations
  • Knowledge in Managing Incident/Requests using Service Now Platform
  • Knowledge in Managing Calls using Genysis call centre.
  • Knowledge in using Bomgar as a remote support tool.


Skill level required:

Customer Service:

  • Provide Service Support on a 24/7 basis for all BT Services (Networks, Data centre, Telephony, Application, hardware and software ..etc ) to all internal and external stakeholders in DXB and DWC .
  • Identifies, registers, categorize and manage the incidents.
  • Provide a resolution that ensure smooth BT service and increasing the rate of first-time fix.
  • Manage the feedback and customer satisfaction process for all the customers of BT including handling of complaints on BT operations.
  • Provide end user Support using remote desktop.
  • Escalate and coordinate all the activities and process related to 1st line support between all BT technical teams, contractors and stakeholders.


Service Delivery:

  • Execute Major Incident activities and escalate to 2nd line of support whenever required.
  • Carry out Incident Management activities according to the process & procedures and escalate to second and third line of support whenever needed.
  • Escalate the Events triggered by the monitoring system to L2 or L3 team
  • Manage the Call management and Request Fulfilment processes.
  • Manage the SLA’s and OLA’s KPI’s and take responsibility for escalation.


Interested candidates can send their CV

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