ICT Support Team Lead
Job Description
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 for users and assign ICT tasks to the team to ensure appropriate distribution of workload
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
Maintain service records and their resolution in the IT Service Management tool
Lead complicated technical issue resolution and participate and contribute towards small projects
REQUIRED EDUCATION
Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution
Certification in ITIL v3 Foundations
REQUIRED EXPERIENCE
At least 3 years’ experience in an ICT support service environment
REQUIRED JOB SKILLS AND KNOWLEDGE
- First line hardware and software technical problem solving skills
- ITIL Service Management based skillset for Incident, Change, Problem and Request management
- Customer relationship management
- Verbal and written communication skills in English
- IT service management tool
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. If you wish to grow with us, apply now and become a part of the Mediclinic Middle East Family
