Service Desk Administrator

Sama Integrated Smart Systems

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!
• Job requirements

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 And Physical Requirements

Benefits