IT Service Desk Specialist — First-Line Support

AimGulf; United Arab Emirates; On-site; AED 42,000 - 66,000; Full time

Job summary

AimGulf in the United Arab Emirates seeks a first line ICT support specialist to resolve technical problems at the service desk or onsite at business units. You will diagnose issues, classify requests, and provide quick, effective solutions to minimize downtime.

You will work with Cherwell ITSM and collaborate with IT teams to ensure accurate documentation and timely escalation when needed. This role requires at least 1 year of ICT support experience and a relevant degree, with ITIL Foundation

Qualifications

• Bachelor degree in Computer Science or ICT; ITIL v3 Foundations is a plus.
• Minimum 1 year ICT support experience.
• Strong documentation and customer service skills.
• Familiarity with ITSM tools and incident management.

Responsibilities

• Identify and classify requests through diagnostic questions (Cherwell).
• Determine the best solution based on customer details.
• Escalate unresolved issues to the next level of support promptly.
• Maintain service records and resolutions in the ITSM tool.

Skills

First line support

Customer service

Documentation

ICT troubleshooting

Education

Bachelor's degree in Computer Science or ICT

ITIL v3 Foundations certification (advantage)

Tools

Cherwell ITSM

Job description

AimGulf in the United Arab Emirates seeks a first line ICT support specialist to resolve technical problems at the service desk or onsite at business units. You will diagnose issues, classify requests, and provide quick, effective solutions to minimize downtime.

You will work with Cherwell ITSM and collaborate with IT teams to ensure accurate documentation and timely escalation when needed. This role requires at least 1 year of ICT support experience and a relevant degree, with ITIL Foundation