IT Support Specialist - Emirati

Tanqeeb; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Mediclinic Corporate Office Dubai is seeking a ICT Helpdesk Analyst to provide first-line support, either via the MCME ICT service desk or onsite. You will resolve technical problems and maintain service records in the ITSM tool, with emphasis on incident handling and effective customer service.

The role requires a Bachelor in Computer Science or ICT and at least 1 year of ICT support experience; ITIL foundations are advantageous for this position.

Qualifications

• Bachelor degree in Computer Science or ICT or equivalent.
• Experience in ICT support environment (minimum 1 year).
• ITIL knowledge is advantageous.

Responsibilities

• Identify and classify requests through diagnostic techniques and questions (Cherwell).
• Determine the best solution based on issue details.
• Route unresolved issues to next level to minimise business impact.
• Maintain service records and resolution in the ITSM tool.

Skills

First line support

Hardware troubleshooting

Software troubleshooting

Client service

Documentation

IT service management

Education

Bachelor Degree in Computer Science or ICT

ITIL v3 Foundations (advantage)

Tools

Cherwell

Job description

Job description

Closing date: 30/09/2026
Number of positions: 1

Mediclinic Corporate Office Dubai| Dubai | 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.