IT Service Desk Agent

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 Service Desk Agent ensures smooth IT operations across our healthcare organization. You will handle incidents, escalations, and problem analysis while coordinating with technical teams, vendors, and application owners. This role delivers high-quality service, supports end users in key applications, and drives continuous improvement.

Responsibilities

• Provide Level 1/1.5 support for IT infrastructure and applications, handling high-impact or time-sensitive incidents.
• Available for 24/7 shifts and on-call support as required.
• Serve as the main point of contact for all M42 caregivers.
• Create and manage tickets, documenting root causes, resolutions, and adherence to ITIL processes.
• Perform routine administrative tasks, including user provisioning, role/permission updates, and configuration changes.
• Communicate effectively with end users, business owners, and technical teams.
• Share knowledge, provide guidance and training, and maintain documentation for known errors and workarounds.
  
  

• 3+ years of experience in service management or service desk operations, including handling major incidents in healthcare.
• Strong technical knowledge of IT administrative tools, user provisioning processes, and ITSM tools (e.g., ServiceNow, Remedy, ManageEngine).
• ITIL Foundation certification preferred.
• Excellent problem-solving and communication skills, with the ability to manage multiple priorities in a fast-paced environment.
• High school diploma required; Associate’s or Bachelor’s degree in IT preferred; entry-level IT certifications (e.g., CompTIA A+) are a plus.