IT SERVICE DESK in Airline Domain

We have an urgent requirement for IT SERVICE DESK in Airline Domain (Must)is required for our banking client in Dubai, UAEStrong L2 Service Desk support, ITIL-based ITSM processes, ServiceNow ticket management, Active Directory/Microsoft 365 administration, SLA ownership, major incident coordination, knowledge management, and team mentoring experience in a 24x7 enterprise support environment.--MustScope purposeSupport the effective day-to-day operation of the IT Service Desk as flydubai's single point of contact (SPOC), resolve escalated incidents and service requests, and guide Service Desk Technicians in delivering consistent support.Operating modelStaff augmentation under flydubai's day-to-day direction. The role provides operational guidance, second-level service-desk support and shift escalation but does not replace flydubai's people-management, process-ownership or approval authority.Coverage24×7 roster-based coverage, including weekends and public holidays, with formal shift handover and escalation support during critical incidents.Key ResponsibilitiesProvide second-level technical support to employees, resolving complex incidents and service requests escalated by Technicians.Ensure incidents and service requests are resolved within agreed SLAs and follow the approved incident and service-request management processes.Ensure Technicians follow the approved processes, provide guidance as needed, and assist in monitoring SLAs and KPIs.Provide input for monthly Service Desk reports, analyze request trends and suggest improvements.Provide support according to the 24×7 roster and act as an escalation point for Technicians during critical incidents.Identify Technician training needs, coordinate with the IT Training team, and provide on-the-job training and mentorship.Identify and recommend improvements to enhance Service Desk performance.Collaborate with other IT teams, including network and security teams, to resolve technical issues.Coordinate with Technicians to support smooth operations and effective issue resolution.Contribute to the development and maintenance of the Service Desk knowledge base.Ensure Technicians document solutions and share knowledge effectively.Conduct initial post-incident reviews and escalate findings for further action and resolution.Assist in managing user access to applications and services.Ensure compliance with user-access policies and procedures.Scope Of WorkResolve within assigned access or escalate with complete diagnostic details.Maintain accurate tickets, user updates and timely SLA escalation.Provide guidance and report process or KPI non-compliance to flydubai.Use validated ITSM data and highlight trends requiring action.Follow the roster and escalate critical incidents through the approved process.Record agreed coaching and coordinate formal training needs with flydubai.Submit practical improvement recommendations for flydubai approval.Use approved resolver groups and escalation paths to progress issues.Coordinate workload, follow-up and shift handover without line-management authority.Submit accurate and current content through the approved knowledge-review process.Record reusable solutions and troubleshooting steps clearly in approved systems.Capture timelines, lessons and actions for escalation to the accountable owner.Process only authorized access requests and retain approval evidence.Apply access controls and immediately escalate suspected security issues.Skills: airline,management,it service desk