IT Support Specialist

Mediclinic International; Abu Dhabi; On-site; AED 78,000 - 123,000; Full time

Job summary

Mediclinic International in Abu Dhabi is seeking an ICT Support Service Desk analyst to provide first line assistance for hardware and software issues. You will diagnose, document, and resolve incidents and requests using Cherwell, and escalate when necessary.

The role requires a Bachelor Degree in Computer Science or ICT, ITIL v3 Foundations (advantage), and at least one year in ICT support. On-site work in the UAE with strong customer service and documentation skills.

Qualifications

• Able to complete the necessary documentation.
• First line hardware and software technical problem solving skills.
• Client service and related management principles.
• IT service management tool.
• ITIL Service Management based skillset for Incident, Change, Problem and Request management.

Responsibilities

• Provide first line ICT support via service desk or onsite.
• Identify and classify requests through diagnostic techniques (Cherwell).
• Determine best solution based on issue details.
• Escalate unresolved issues to next level promptly to minimise business impact.
• Maintain service records and resolution in the ITSM tool.

Skills

Documentation

Hardware & Software support

Client service

IT service management tool

ITIL Incident/Change/Problem/Request

Education

Bachelor Degree in Computer Science or ICT

Job description

Job description

Closing date:
Number of positions: 1
Recruiter name:Siva Krishna Bonda
Reference number: 74919

Mediclinic Corporate Office Abu Dhabi| Al Ain | 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

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 in a timely manner to minimise the impact on business

Maintain service records and their resolution in the IT Service Management tool

REQUIRED EDUCATION

Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution

Certification in ITIL v3 Foundations will be an advantage

REQUIRED EXPERIENCE

At least 1 years’ experience in an ICT support service environment

REQUIRED JOB SKILLS AND KNOWLEDGE

• Able to complete the necessary documentation
• First line hardware and software technical problem solving skills
• Client service and related management principles
• IT service management tool
• ITIL Service Management based skillset for Incident, Change, Problem and Request management