Information Technology Administrator

Job Purpose

1. Service Desk Management

• Manage the day-to-day operations of the IT Service Desk.
• Ensure incidents, problems, and service requests are properly logged, prioritised, assigned, and resolved within agreed SLAs.
• Manage and optimise the IT ticketing platform, such as Freshservice and ManageEngine
• Use automation and AI-enabled features, where available, for ticket routing, event correlation, and proactive support.

2. End-User Computing Support

• Oversee lifecycle of end-user devices (laptops, desktops, tablets, mobiles, and peripherals).
• Manage O365, collaboration tools (Teams, Outlook), and enterprise apps access for users.
• Ensure endpoint security compliance (patching, AV, DLP, encryption).
• Support onboarding, offboarding, and role-change activities from an IT access and asset perspective.

3. Process Excellence & Automation

• Define and enforce ITIL-based processes for Incident, Problem, and Request Management.
• Deploy self-service portals, chatbots, and automated workflows to reduce ticket volume.
• Track and improve First Contact Resolution (FCR) and Mean Time to Resolution (MTTR).
• Identify recurring issues and drive root cause analysis and continuous improvement actions.

4. Customer Experience & Training

• Ensure end-user satisfaction through NPS/CSAT surveys and feedback analysis.
• Conduct regular training sessions on IT policies, collaboration tools, and security awareness.
• Act as the escalation point for high-priority, business-critical, and VIP support issues.

5. Governance & Reporting

• Publish weekly/monthly dashboards on ticket volumes, SLA adherence, root cause trends, and productivity.
• Collaborate with Infrastructure, Security, Applications, and Business teams to resolve cross-functional IT issues.
• Ensure IT support processes are aligned with internal policies, audit requirements, and applicable UAE regulatory requirements.

Other

• ITIL Foundation/Intermediate certification is mandatory.
• Hands-on experience with ITSM platforms (Freshservice, ServiceNow, ManageEngine, or Jira).
• Strong knowledge of Microsoft 365, Active Directory, endpoint management, and collaboration tools.
• Exposure to AI-enabled ITSM tools and automation workflows.
• Strong stakeholder management, communication, reporting, and problem-solving skills.