First-Line IT Support & Service Desk Specialist

Tanqeeb; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Mediclinic Corporate Office Dubai is seeking a ICT Helpdesk Analyst to provide first-line support, either via the MCME ICT service desk or onsite. You will resolve technical problems and maintain service records in the ITSM tool, with emphasis on incident handling and effective customer service.

The role requires a Bachelor in Computer Science or ICT and at least 1 year of ICT support experience; ITIL foundations are advantageous for this position.

Qualifications

• Bachelor degree in Computer Science or ICT or equivalent.
• Experience in ICT support environment (minimum 1 year).
• ITIL knowledge is advantageous.

Responsibilities

• Identify and classify requests through diagnostic techniques and questions (Cherwell).
• Determine the best solution based on issue details.
• Route unresolved issues to next level to minimise business impact.
• Maintain service records and resolution in the ITSM tool.

Skills

First line support

Hardware troubleshooting

Software troubleshooting

Client service

Documentation

IT service management

Education

Bachelor Degree in Computer Science or ICT

ITIL v3 Foundations (advantage)

Tools

Cherwell

Job description

Mediclinic Corporate Office Dubai is seeking a ICT Helpdesk Analyst to provide first-line support, either via the MCME ICT service desk or onsite. You will resolve technical problems and maintain service records in the ITSM tool, with emphasis on incident handling and effective customer service.

The role requires a Bachelor in Computer Science or ICT and at least 1 year of ICT support experience; ITIL foundations are advantageous for this position.