ICT Support Team Lead

Medi Clinic; Um Al Zumoul; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading healthcare provider in Abu Dhabi is looking for an ICT Support Specialist to provide first line technical support. The role involves troubleshooting hardware and software problems, identifying and classifying requests, and maintaining service records. Ideal candidates should have a Bachelor's degree in Computer Science or equivalent, along with ITIL v3 certification and at least 3 years of relevant experience. Join us to grow your career within a dynamic healthcare environment.

Qualifications

• Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution.
• Certification in ITIL v3 Foundations is required.
• At least 3 years’ experience in an ICT support service environment.

Responsibilities

• Provide first line support via the MCME ICT service desk to resolve ICT technical problems.
• Identify and classify requests through diagnostic techniques.
• Maintain service records and their resolution in the IT Service Management tool.

Skills

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

Education

Bachelor Degree in Computer Science or ICT equivalent degree

Certification in ITIL v3 Foundations

Job description

Closing date:
Number of positions: 1
Recruiter name: Rami Alsaman
Reference number: 65249
Workplace Type:

Mediclinic Corporate Office Abu Dhabi| Abu Dhabi | United Arab Emirates

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

All applicants will be considered, with the understanding that preference will be given to the designated groups in accordance with the United Arab Emirates Emiratization Program. If you wish to grow with us, apply now and become a part of the Mediclinic Middle East Family