About the Role
This position provides first line support via the company's ICT service desk or onsite at the business unit level, focusing on the resolution of ICT technical problems. The role requires the individual to effectively manage requests, maintain service records, and ensure timely escalation of unresolved issues to minimize business impact.
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Key Responsibility Areas
- Identify and classify requests using diagnostic techniques and pertinent questions (Cherwell).
- Determine the best solution based on the issues and details provided by customers.
- Direct unresolved issues to the next level of support personnel promptly.
- Maintain service records and document resolutions in the IT Service Management tool.
Required Education
- Bachelor’s Degree in Computer Science or an equivalent ICT degree from an accredited institution.
- Certification in ITIL v3 Foundations is an advantage.
Required Experience
- At least 1 year of experience in an ICT support service environment.
Required Job Skills and Knowledge
- Proficiency in completing necessary documentation.
- Strong first line hardware and software technical problem-solving skills.
- Understanding of client service and management principles.
- Experience with IT service management tools.
- Knowledge of ITIL Service Management practices, including Incident, Change, Problem, and Request management.
All applicants will be considered, keeping in mind that preference will be given to the designated groups in accordance with the United Arab Emirates Emiratization Program. If you wish to grow with us, apply now and become a part of the company's Family.
