ICT Support Team Lead

Mediclinic Corporate Office Abu Dhabi; Abu Dhabi; On-site; AED 120,000 - 150,000; Full time

Job summary

A healthcare service provider in Abu Dhabi is seeking an ICT support professional to provide first line support via the service desk and onsite. The ideal candidate will have a Bachelor’s Degree in Computer Science or an equivalent, along with ITIL v3 certification and at least 3 years of experience in an ICT support role. Key responsibilities include resolving technical issues, maintaining service records, and collaborating on projects within a team. This role is crucial for ensuring optimal ICT service delivery.

Qualifications

• At least 3 years' experience in an ICT support service environment.

Responsibilities

• Provide first line support via the MCME ICT service desk.
• Identify and classify requests through diagnostic techniques.
• Maintain service records and their resolution in the IT Service Management tool.
• Lead complicated technical issue resolution.
• Direct unresolved issues to the next level of support personnel.

Skills

First line hardware and software technical problem solving skills

ITIL Service Management based skillset

Customer relationship management

Verbal and written communication skills in English

Education

Bachelor Degree in Computer Science or ICT equivalent

Certification in ITIL v3 Foundations

Tools

IT service management tool

Job description

MAIN PURPOSE OF JOB

To provide first line support via the MCME ICT service desk or onsite at business unit level to resolve ICT technical problems for users and assign ICT tasks to the team to ensure appropriate distribution of workload

KEY RESPONSIBILITY AREAS

• Identify and classify requests through diagnostic techniques and pertinent questions (Cherwell)
• Determine the best solution based on the issue and details provided by customers
• Direct unresolved issues to the next level of support personnel
• Maintain service records and their resolution in the IT Service Management tool
• Lead complicated technical issue resolution and participate and contribute towards small projects

REQUIRED EDUCATION

• Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution
• Certification in ITIL v3 Foundations

REQUIRED EXPERIENCE

At least 3 years’ experience in an ICT support service environment

REQUIRED JOB SKILLS AND KNOWLEDGE

• First line hardware and software technical problem solving skills
• ITIL Service Management based skillset for Incident, Change, Problem and Request management
• Customer relationship management
• Verbal and written communication skills in English
• IT service management tool