It Service Desk Contractors

United Arab Emirates, United Arab Emirates

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

IT
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Job Detail

  • Job Id
    JD2012474
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    United Arab Emirates, United Arab Emirates
  • Education
    Not mentioned