The ITSM System Administrator is responsible for the development, implementation and sustained support of the SMART Service Desk Management system. They will provide creative solutions to resolve business problems via customer requirements based on system capability, process gaps (ITSM/ITIL) and cultural challenges.

The System Administrator will provide on-going technical assistance, handling incident tickets on a priority basis, software configuration/customization.

Working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools.


  • User-friendly processes, terminology and features.
  • Assign different views, forms to staff or group.
  • Provide administrators the ability to enable/ disable User account.
  • Email Listener - To convert emails to incidents
  • Provide administrator with ability to segregate group's data based on roles.
  • Create service-based business rules.
  • Dynamic form creation based in required data / service.
  • Automate business processes and build workflows.
  • User fields/function keys to allow easy customization.
  • Email notifications sent to staff based on rules.
  • Access levels and privileges for accounts.

About Us

SMART Service Desk is an Enterprise level ITSM Solution developed using industry leading best practices and standards such as ITIL Framework, ISO 20000, ISO 27001, ISO 9001, AS 9001 and NIST. SMART Service Desk has marquee customers in number of sectors such as, Government, Banking, Insurance, Oil and Gas, Electronic Retailers, Manufacturing and Educational Institutions And is currently being used by more than Half a Million Users worldwide and was primarily offered in UK, Middle East, South Africa and Australian markets with global development and support center in India.

SMART Service Desk is bringing the product line to Americas market and is now headquartered with new Development and Operations Center in Dallas, Texas along with offices in Canada, Brazil, United Kingdom, South Africa, India and Partner Offices in Philippines, Indonesia, Saudi Arabia, Bahrain, Oman, Qatar and UAE.

We offer SaaS and On-Premise solutions that let you seamlessly Manage Services, Customers and Quality Improvement Programs. Available through any web browser or native mobile apps, our solutions are designed to help you shorten deployment time, reduce risks and lower costs, including support and maintenance expenses.