Job Description

Job Code: 5318
Position: IT Service Desk Contractors
Experience: 1+ years
Location: Abu Dhabi
Client: Government Entity
Duration: 1 year
Payroll: Sundus
Key Responsibilities

• Act as the first line of support for users via phone, email, chat, and service portal.
• Log, classify, and prioritize incidents and service requests in the ITSM tool in line with ITIL standards.
• Diagnose and resolve issues at first contact where possible, escalating to L2/L3 support teams when required.
• Follow standard operating procedures and knowledge articles to ensure consistent resolution of recurring issues.
• Monitor ticket queues, update users on progress, and ensure SLAs are met.
• Contribute to the knowledge base by documenting new solutions and workarounds.
• Provide excellent customer service, ensuring professionalism and empathy in every interaction.
• Participate in shift-left initiatives, helping to move resolution closer to the first point of contact.
• Support continuous improvement by suggesting enhancements to processes and tools.

Qualifications & Skills

• Bachelor's degree in information technology, Computer Science, or related field (preferred).
• ITIL v4 Foundation certification (required).
• 1 3 years of experience in a Service Desk or IT support role.
• Strong understanding of ITIL practices, especially Incident, Request, and Knowledge Management.
• Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine, Fresh service).
• Basic technical knowledge of Windows, Active Directory, MS Office, networks, and common enterprise applications.
• Strong communication and customer service skills.
• Ability to work under pressure and manage multiple priorities.
• Team-oriented with a problem-solving mindset

Skills Required