About the Job:
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The main purpose of the IT Service Desk Administrator is to provide fast, efficient, and effective IT and Communications support to the GAC Group of Companies within agreed SLAs. The IT Service Desk will provide 24x7x365 first-line support via all modern communication channels and offer remote support when required. Therefore, the Service Desk Administrator must be flexible and available to work shifts during the day or night.
The job exists for an individual who will adopt the ITIL Framework for Service Management. The Service Desk will log, categorize, assign, and resolve received IT requests, utilizing excellent knowledge of GAC stakeholders and third-party suppliers to find solutions to incidents and requests. The role contributes to the smooth functioning of business operations and requires demonstrating excellent knowledge of GAC’s IT systems, infrastructure, and service catalog.
Additionally, this position supports the continuous improvement of IT services through proactive monitoring, process automation, and enhancement of the end-user digital experience. The Administrator will also play a key role in maintaining endpoint security compliance, promoting user awareness, and collaborating with cybersecurity and infrastructure teams to strengthen the organization’s IT resilience.
Key Responsibilities:
- Provide L1 & L2 support for Microsoft 365, which includes Email, OneDrive, SharePoint, MS Teams (including Teams Voice), Intune device management, and security compliance monitoring.
- GAC Business Application administration and support.
- Responsible for GAC Service Desk Support (ServiceNow).
- Desktop and applications support.
- Administer GAC Monitoring systems.
- Daily monitoring of antivirus status, device management, and Group IT servers hosted on-premises and in the cloud.
- Monthly patching of servers and endpoints.
- Vendor management (suppliers/consultants).
- Adhere to IT Service Desk procedures and guidelines.
- Responsible for inventory management.
Requirements:
- Degree in IT or secondary education with relevant technical qualifications.
- ITIL, Microsoft 365, Azure Administrator, and certifications in networking, Intune, Endpoint Manager, or ServiceNow certification would be an added advantage.
- Experience in ITSM platforms (ServiceNow, JIRA), automation tools, and cybersecurity awareness. Familiarity with cloud security, MFA, and zero-trust concepts.
- Minimum of 4 years’ experience in IT support within enterprise or hybrid cloud environments or in an IT administration function.
- Ability to work well under pressure with good problem-solving skills in a collaborative team environment.
- Experience in Microsoft Device management solutions would be an advantage.
- Excellent command of the English language.
- Strong self-led work prioritization and analytical skills.
- Team-player with strong influential skills when communicating internally and externally with peers, vendors, and clients.
- Knowledge of service desk ticketing systems; exposure to Jira on-prem would be an added advantage.
Location: Dubai, Dubai, United Arab Emirates
Work Conditions: On-site, Full-time
