Dicetek LLC · Abu Dhabi - United Arab Emirates (UAE), AE
Posted:
Provide first-line IT support and troubleshoot hardware, software, network, and system-related issues. Log, track, and manage incidents and service requests using ServiceNow. Follow ITIL processes for incident, problem, and service request management. Escalate unresolved issues to the appropriate technical teams. Maintain accurate records of issues, resolutions, and user communications. Ensure timely resolution of support requests in line with agreed SLAs. Relevant experience in Helpdesk, Service Desk, or IT Support. Good understanding of ITIL processes; ITIL certification is preferred. Hands-on experience with ServiceNow. Strong troubleshooting, communication, and customer service skills. Ability to work in a team and manage support requests efficiently. Skills IT Support ITIL ServiceNow