IT Senior Application Service Desk

Overview

M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.

Abu Dhabi Telemedicine Centre (ADTC) is the centralized call center for the M42 network, serving as a seamless point of access for patients across the UAE and beyond. By connecting individuals with the right care at the right time, ADTC ensures efficient coordination, appointment scheduling, and responsive support across M42’s world-class hospitals and clinics. With its team of dedicated professionals and advanced telecommunication systems, the Centre enhances patient experience, streamlines service delivery, and reinforces M42’s commitment to accessible, patient-centric healthcare.

The IT Senior Application Service Desk Specialist is responsible for providing advanced support for Hospital business-critical applications. This role handles complex incidents, escalations, problem analysis, and coordination with application owners, vendors, and technical teams. The Senior Specialist ensures high-quality service delivery, drives continuous improvement, and supports end users in leveraging key applications effectively.

Responsibilities

• Provide Level 2/3 support for business applications (e.g., Oracle Cerner, Oracle Fusion, Finance systems, internal apps), diagnosing complex issues including configuration errors, integration failures, data issues, and workflow problems.
• Act as an escalation point for Service Desk and Application Support teams, prioritizing and managing high-impact or time-sensitive incidents.
• Perform root-cause analysis and document problem tickets, ensuring adherence to ITIL processes and accurate ticketing.
• Handle routine application administration tasks, including user provisioning, role/permission updates, configuration changes, and support for minor enhancements or testing cycles.
• Assist with release management, application updates, and patching preparations.
• Communicate effectively with end users, business owners, and technical teams, providing guidance, training, and knowledge-sharing on application functionality.
• Maintain and update documentation, knowledge articles, known errors, and workarounds to support the Service Desk and end users.
• Identify recurring issues, recommend long-term solutions, and contribute to continuous improvement of application support processes.
• Support application lifecycle planning and enhancements, collaborating with development, vendors, and IT teams to ensure smooth delivery.
  
  

• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
• ITIL Foundation certification preferred.
• Experience supporting enterprise business applications, including troubleshooting, administration, and end-user support.
• Familiarity with ITSM tools, ticketing systems, and documentation/knowledge management.
• Strong analytical, problem-solving, and communication skills, with the ability to engage both technical and non-technical stakeholders.
• Experience collaborating with cross-functional teams and vendors to ensure effective application support.