Service Desk Administrator

SAMA Integrated Smart Systems is a leader in delivering cutting-edge solutions across the UAE, from system design and material supply to implementation, integration, and maintenance. Our expertise spans CCTV, access control, gate barriers, PABGM (Public Address with Background Music), SMARTV, digital signage, AV, control rooms, structured cabling, and IP telephony.

Are you a skilled professional with a passion for innovation? Do you thrive in a dynamic environment and enjoy tackling challenges head-on?

We are seeking an experienced Service Desk Administrator who is responsible for the day-to-day administration and operation of the ManageEngine Service Desk system, ensuring effective management, logging, assignment, tracking, and resolution of IT incidents and service requests. The role acts as the first point of contact for IT support, including handling incoming support calls, while also managing IT asset inventory to ensure data accuracy, lifecycle tracking, and ITIL-aligned service delivery.

What We Offer:

• Career growth opportunities with training from industry-leading engineers.

• Exposure to diverse projects across multiple sites and establishments.

• A supportive environment that encourages personal and professional development.

If you’re ready to make a difference, grow with us, and leave your mark, this is your chance! Does this sound like you? Apply now and take the first step toward an exciting future with us!

Key Responsibilities

• Administer and maintain the ManageEngine Service Desk platform.

• Configure categories, workflows, SLAs, priorities, templates, and automation rules.

• Ensure accurate logging, routing, prioritization, and closure of all tickets.

• Maintain system efficiency and data integrity within the platform.

• Manage and assign IT incidents and service requests to L1, L2, and L3 support teams.

• Monitor ticket queues and follow up on aging tickets.

• Escalate SLA breaches and ensure timely resolution.

• Ensure proper documentation of resolutions and closure notes.

• Receive and handle incoming IT support calls via the helpdesk hotline.

• Log calls accurately as incidents or service requests in the system.

• Perform initial assessment, prioritization, and basic troubleshooting.

• Communicate effectively with users on issue status and resolution timelines.

• Maintain accurate and up-to-date IT asset inventory within the Service Desk system.

• Manage full asset lifecycle including assignment, movement, maintenance, and disposal.

• Link assets to users, locations, and tickets for traceability.

• Support periodic asset audits and reconciliations.

• Monitor SLA compliance for incidents and service requests.

• Prepare reports on ticket volumes, call trends, and resolution performance.

• Track asset utilization and service efficiency metrics.

• Identify recurring issues and support continuous improvement initiatives.

• Support users and IT teams in using the Service Desk portal effectively.

• Maintain knowledge base articles, FAQs, and self-service content.

• Document solutions and standard procedures.

• Coordinate with infrastructure, security, and application teams for issue resolution.

• Ensure adherence to ITIL-aligned processes and internal IT policies.

• Support audits by providing accurate ticketing and asset data.

• Assist in improving workflows, automation, and reporting capabilities.

• Contribute to enhancing overall Service Desk performance and efficiency.

Technical Skills:

• IT Service Management (ITSM) tools (ManageEngine, ServiceNow, etc.)

• Incident, request, and call management

• IT asset and inventory management

• SLA monitoring and reporting

• Basic IT troubleshooting (hardware, software, network)

• Reporting and dashboarding

Qualifications & Certifications & Experience (Mandatory & Preferred):

High School or Diploma in Information Technology or related field.

Minimum of 1–2 years’ experience in IT Service Desk or IT Operations roles.

Experience in handling IT support calls in a call-driven environment.

Knowledge of ITIL processes, incident management, and IT asset management.

Behavioral Skills & Competencies:

• Customer Focus - Responds politely and promptly to customer inquiries. Seeks support when needed.

• Accountability and Ownership - Completes tasks on time and owns up to mistakes.

• Agility and Adaptability - Willing to try new ways of working and learn from mistakes.

• Collaboration & Influence - Works well with teammates and shares information openly.

• Result Orientation - Focuses on completing tasks efficiently and accurately.

Working conditions/Physical Requirements:
Work will generally take place during day shift hours; special circumstances may require weekend or shift work. Work may include travel within the United Arab Emirates.

Benefits:

In return, we offer you a path towards your most rewarding career and an opportunity to be part of one of the leading family groups within the UAE. Additionally, we provide a competitive benefits package for all successful candidates.

What will it be like to work for United Al Saqer Group?

Established more than 40 years ago, the United Al Saqer Group (UASG) is one of the leading multi-sector business groups in the United Arab Emirates. The UASG owns and operates a diverse yet complementary portfolio of six UAE-based companies encompassing a number of key industry sectors, which includes Abu Dhabi Motors, Dalma Motors, Al Saqer Heavy Equipment, Al Saqer Property Management, Awraq Islamic Financial Brokerage, Royal International Construction, and Royal Joinery.