ICT Support Team Lead

Job Overview

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

Company Overview

Mediclinic Group is a hospitals and health care company located in Abu Dhabi, United Arab Emirates, committed to providing comprehensive healthcare services and support. Mediclinic values growth and offers opportunities for individuals to become part of their family.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree in Computer Science or ICT equivalent
• Experience: At least 3 years in an ICT support service environment

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 in 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.

Benefits

• Opportunity to grow with Mediclinic Middle East.
• Be a part of the Mediclinic Middle East Family.
• Gain experience in a leading hospitals and healthcare environment.
• Work in a collaborative and supportive team.
• Develop skills in ICT support and service management.