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Posted:
A leading organization in the UAE is seeking an experienced IT Service Management / Service Desk Professional to support enterprise IT service operations. This opportunity is ideal for IT professionals with extensive experience in IT service delivery, ServiceNow, and ITIL-based service management processes.
The selected candidate will manage incident and service request processes, provide Microsoft Intune support, maintain IT service documentation, and collaborate with technical teams and business stakeholders to ensure efficient service delivery and an exceptional end-user experience.
Key Responsibilities:
• Manage Incident, Service Request, and Service Catalog processes using ServiceNow.
• Handle ticket triage, prioritization, escalation, and SLA management.
• Provide hands-on support for Microsoft Intune device provisioning and troubleshooting.
• Ensure IT Service Management processes align with ITIL best practices.
• Perform root cause analysis and assist in problem resolution.
• Prepare and maintain SOPs, knowledge articles, and process documentation.
• Coordinate with technical teams and business stakeholders for timely issue resolution.
• Deliver high-quality customer service and support enterprise applications, including Oracle Fusion.
Requirements:
• 8–15 years of experience in IT Service Desk, IT Service Management, or IT Service Delivery.
• Strong hands-on experience with ServiceNow.
• ITIL Foundation Certification is mandatory.
• Experience with Microsoft Intune.
• Strong understanding of Incident and Service Request Management.
• Experience managing SLAs, escalations, and ticketing processes.
• Excellent communication and stakeholder management skills.
• Ability to work effectively in a collaborative team environment.
• ServiceNow Certification is an advantage.
• Microsoft 365 or Endpoint Management certifications are an advantage.
• Immediate joiners or candidates with a notice period of up to 30 days will be preferred.
• Strong knowledge of:
• ServiceNow platform and ITSM processes.
• Microsoft Intune and endpoint management.
• ITIL framework, SLA management, and incident management.
• Oracle Fusion enterprise applications.
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