Information Technology Administrator

About the role

The Information Technology Administrator will ensure smooth and reliable IT operations for our Real Estate business. You will manage incident resolution, service requests, device lifecycles, and drive automation and AI‑enabled tools to improve service efficiency and user experience.

Key responsibilities

• Manage day‑to‑day IT Service Desk operations, logging, prioritising and resolving incidents, problems and requests within SLA using platforms such as Freshservice or ManageEngine.
• Oversee the lifecycle of end‑user devices, administer Microsoft 365, Teams, Outlook and ensure endpoint security compliance (patching, AV, DLP, encryption).
• Define and enforce ITIL‑based processes, deploy self‑service portals, chatbots and automated workflows to reduce ticket volume and improve FCR and MTTR.
• Monitor user satisfaction through NPS/CSAT, deliver training on IT policies and tools, and act as escalation point for high‑priority issues.
• Publish regular dashboards on ticket volumes, SLA adherence and root‑cause trends, collaborating with infrastructure, security and business teams while complying with UAE regulatory requirements.

Required profile

• ITIL Foundation or Intermediate certification (mandatory).
• Hands‑on experience with ITSM platforms such as Freshservice, ServiceNow, ManageEngine or Jira.
• Strong knowledge of Microsoft 365, Active Directory and endpoint management.
• Exposure to AI‑enabled ITSM tools and automation workflows.
• Excellent stakeholder management, communication and problem‑solving abilities.

Required skills

• ITIL (Foundation/Intermediate)
• Freshservice, ServiceNow, ManageEngine, Jira
• Microsoft 365 (O365)
• Active Directory
• Endpoint security (patching, AV, DLP, encryption)
• Teams and Outlook
• AI‑enabled ITSM tools
• Automation workflow design