ICT Support Team Lead

Job Overview

Mediclinic is seeking an ICT Support Team Lead to provide first-line support via the MCME ICT service desk or onsite at business unit level to resolve ICT technical problems for users. The role involves assigning ICT tasks to the team to ensure appropriate distribution of workload.

Company Overview

Mediclinic Group is a hospitals and health care provider. Mediclinic aims to provide the best possible facilities and expertise, with a focus on expert medical services. All official vacancies are advertised on the Mediclinic career website, and candidates are advised to visit the site to confirm the validity of vacancies.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: 3+ years

Key Responsibilities

• 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.

Requirements

• Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution.
• Certification in ITIL v3 Foundations.
• At least 3 years’ experience in an ICT support service environment.
• 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.

Benefits

• Opportunities for professional development within Mediclinic Middle East.
• Be a part of the Mediclinic Middle East Family.
• Work in Abu Dhabi, United Arab Emirates.