IT Support Specialist

Mediclinic International; Abu Dhabi; On-site; AED 60,000 - 96,000; Full time

Job summary

Mediclinic Corporate Office Abu Dhabi is seeking a First Line ICT Support professional to resolve technical problems at the service desk or onsite at the business unit level. You will classify requests using diagnostic techniques, determine effective solutions, and escalate when needed to minimise business impact.

The role requires a Bachelor degree in Computer Science or ICT, ITIL v3 Foundations certification preferred, and at least 1 year of ICT support experience.

Qualifications

• Bachelor degree in Computer Science or ICT (or equivalent) is required.
• ITIL v3 Foundations certification is a plus.

Responsibilities

• Identify and classify requests through diagnostic techniques and Cherwell.
• Determine the best solution based on issue details provided by customers.
• Direct unresolved issues to next level of support to minimise business impact.
• Maintain service records and their resolution in the IT service management tool.

Skills

Documentation

Troubleshooting (hardware & software)

Customer service

ITSM tool

ITIL incident/change/problem/request

Education

Bachelor Degree in Computer Science or ICT

ITIL v3 Foundations certification

Tools

Cherwell

Job description

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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

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.