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ICT Support Specialist Jobs in Abu Dhabi, UAE
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.
