Job Code: 5318Position: IT Service Desk ContractorsExperience: 1+ yearsLocation: Abu DhabiClient: Government EntityDuration: 1 yearPayroll: SundusKey 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.
