Service Desk Administrator

Responsibilities

• Administer and maintain the ManageEngine Service Desk platform, including workflows, SLAs, and automation rules.
• Manage the full lifecycle of IT incidents and service requests, ensuring accurate logging, routing, and timely resolution.
• Act as the first point of contact for IT support by handling incoming helpdesk calls and performing initial troubleshooting.
• Maintain an accurate IT asset inventory, tracking the assignment, movement, and disposal of hardware and software.
• Monitor ticket queues and SLA compliance, escalating breaches to ensure service standards are met.
• Prepare reports on ticket volumes, call trends, and asset utilization to support continuous improvement.
• Maintain knowledge base articles and documentation to support user self-service and standard procedures.

Requirements

• High School or Diploma in Information Technology or a related field.
• 1–2 years of experience in an IT Service Desk or IT Operations role.
• Hands-on experience with ITSM tools such as ManageEngine or ServiceNow.
• Strong knowledge of ITIL processes, specifically incident and asset management.
• Proficiency in IT asset and inventory management.
• Basic IT troubleshooting skills covering hardware, software, and networking.

Preferred Qualifications

• Experience working in a high-volume, call-driven support environment.
• Ability to create dashboards and detailed reports for service performance metrics.

Benefits

• 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.
• Competitive benefits package.

About the Company

SAMA Integrated Smart Systems is a leader in delivering cutting-edge solutions across the UAE, specializing in system design, implementation, and maintenance for technologies including CCTV, access control, digital signage, and IP telephony.