IT Help Desk Engineer — First-Line Support

Mediclinic Middle East; Dubai; On-site; AED 70,000 - 100,000; Full time

Job summary

Mediclinic Middle East is seeking an ICT Helpdesk Analyst to provide first line support via the MCME ICT service desk or onsite at the Dubai corporate office.

You will diagnose hardware and software issues, document requests, and escalate unresolved problems to the next level, using Cherwell and ITIL-based incident, change, and request management.

The ideal candidate holds a bachelor degree in Computer Science or ICT and ITIL v3 Foundations, with at least 1 year of ICT support experience.

Qualifications

• Bachelor degree in Computer Science or ICT from an accredited institution.
• ITIL v3 Foundations certification is advantageous.
• At least 1 year of ICT support service experience.

Responsibilities

• 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 in a timely manner to minimise the impact on business.
• Maintain service records and their resolution in the IT Service Management tool.

Job description

Mediclinic Middle East is seeking an ICT Helpdesk Analyst to provide first line support via the MCME ICT service desk or onsite at the Dubai corporate office.

You will diagnose hardware and software issues, document requests, and escalate unresolved problems to the next level, using Cherwell and ITIL-based incident, change, and request management.

The ideal candidate holds a bachelor degree in Computer Science or ICT and ITIL v3 Foundations, with at least 1 year of ICT support experience.