Service Desk Administrator

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  Administer and maintain the ManageEngine Service Desk platform.

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

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

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  Maintain system efficiency and data integrity within the platform.

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

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  Monitor ticket queues and follow up on aging tickets.

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  Escalate SLA breaches and ensure timely resolution.

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  Ensure proper documentation of resolutions and closure notes.

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

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

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  Perform initial assessment, prioritization, and basic troubleshooting.

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  Communicate effectively with users on issue status and resolution timelines.

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

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

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

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  Support periodic asset audits and reconciliations.

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  Monitor SLA compliance for incidents and service requests.

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

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  Track asset utilization and service efficiency metrics.

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  Identify recurring issues and support continuous improvement initiatives.

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

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

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  Document solutions and standard procedures.

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

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

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  Support audits by providing accurate ticketing and asset data.

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  Assist in improving workflows, automation, and reporting capabilities.

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  Contribute to enhancing overall Service Desk performance and efficiency.

• 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

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.

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.

• 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.