Job Purpose
The role is responsible for ensuring smooth and reliable IT operations by managing incident resolution, service requests, end-user device lifecycle, and overall user experience. The role will also drive automation and AI-enabled support tools to improve service efficiency, enable proactive issue resolution, and reduce recurring tickets.
As the face of IT Shared Services, the role is expected to ensure high service availability, SLA compliance, and a strong customer experience for users in our Real Estate business.
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.
