Title IT Support Specialist - Emirati
Role Overview
Provide first-line support through the MCME ICT service desk or onsite at business-unit level to resolve ICT technical problems.
Key Skills for This Role
Full Job Posting
Role purpose
Provide first-line support through the MCME ICT service desk or onsite at business-unit level to resolve ICT technical problems.
Workplace
- Workplace is the Mediclinic Corporate Office in Dubai, United Arab Emirates; the role also provides onsite support at business units.
Key responsibilities
- Identify and classify requests using diagnostic techniques and relevant questions, including Cherwell.
- Determine the best solution based on the issue and customer-provided details.
- Escalate unresolved issues promptly to the next support level to minimize business impact.
- Maintain service records and resolutions in the IT service management tool.
Education and experience
- Bachelor's degree in Computer Science or an equivalent ICT degree from an accredited institution.
- At least one year of experience in an ICT support service environment.
Skills and knowledge
- Complete necessary documentation and troubleshoot first-line hardware and software problems.
- Know client service and related management principles, IT service management tools, and ITIL-based incident, change, problem, and request management.
- ITIL v3 Foundations certification is an advantage.
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