IT Service Desk Administrator

GAC; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A global logistics and marine services company in the UAE is seeking an IT Service Desk Administrator to provide efficient IT support. This position involves L1 & L2 support for Microsoft 365, managing the Service Desk, and ensuring IT compliance. Candidates should possess a degree in IT, have 4+ years of relevant experience, and excellent communication skills. The role requires flexibility for shifts and a strong knowledge of ITIL practices and tools like ServiceNow.

Qualifications

• Minimum of 4 years experience in IT support within enterprise or hybrid cloud environments.
• Excellent command of the English language.
• Experience with Microsoft Device management solutions is an advantage.

Responsibilities

• Provide L1 & L2 support for Microsoft 365.
• Administer GAC Service Desk Support (ServiceNow).
• Daily monitoring of Anti-virus status and Group IT Servers.

Skills

Problem-solving skills

Analytical skills

Team player

Communication skills

ITIL knowledge

Education

Degree in IT or relevant technical qualifications

Tools

ServiceNow

JIRA

Microsoft 365

Azure

Intune

Endpoint Manager

Job description

Requirements

• Degree in IT or Secondary education with relevant technical qualifications.
• ITIL, Microsoft 365, Azure Administrator, and Certification 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 strong analytical skills.
• Team‑player.
• Strong influential skills when communicating inside and outside the organization with peers, vendors, and clients.
• Knowledge of service desk ticketing system – exposure to Jira on‑prem would be an added advantage.

About GAC

Our corporate DNA

World‑class shipping, logistics, and marine services built on quality, safety, and sustainability with the human touch. GAC delivers flexible integrated portfolios to customers globally, emphasizing a long‑term approach, sustainability, innovation, and ethics.

7500+ Employees around the world / 300+ Strategically located offices / 50+ Countries.

About Job

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 ITIL Framework for Service Management. The Service Desk will log, categorize, assign, and resolve received IT requests and, where required, will use their excellent knowledge of GAC stakeholders and third‑party suppliers to find solutions to Incidents and requests.

The job contributes to the smooth functioning of business operations and will demonstrate excellent knowledge of GAC’s IT systems, Infrastructure, and service catalog. Additionally, this role supports the continuous improvement of IT services through proactive monitoring, process automation, and enhancement of 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.

This Position required to work on roster basis

Key Responsibilities

• Provide L1 & L2 support for Microsoft 365, which includes E‑mail, 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 Anti‑virus status, Device Management, and Group IT Servers hosted on‑prem and Cloud.
• Monthly Patching of servers and endpoints.
• Vendor Management (Suppliers/Consultants).
• IT Service Desk Procedures & Guidelines.
• Responsible for Inventory Management.