Job Position Summary
Serving as the face of our Digital/IT team, this role is the primary point of contact for end users regarding IT incidents and service requests. The role involves managing incidents and requests to completion, including escalation and communication with internal and external parties as necessary.
Job Experience, Functional Knowledge, and Qualifications
A typical day will include responsibilities such as:
Handling Incidents, Service Requests, and Identifying Trends
- Take ownership of incidents and service requests, ensuring successful completion within the Service Level Agreement (SLA).
- Proactively identify recurring issues or service risks and contribute to prevention efforts to enhance customer service, internal processes, and operations.
- Share knowledge through self-service portals and within the team to aid in incident resolution.
IT Asset Management
- Ensure meeting room devices and collaboration tools (e.g., projectors) are functioning correctly for seamless operations.
- Ensure devices are patched and up to date with operating system levels; resolve any devices not meeting compliance.
- Provide phones, laptops, and other necessary equipment to new or transferring users to ensure seamless onboarding.
- Regularly review stock levels of IT assets, ensuring adequate supplies in the storeroom and managing asset replenishment.
- Manage IT assets throughout their lifecycle, from procurement to disposal, ensuring accurate tracking and reporting.
Managing Vendors & Finances
- Obtain quotations, manage purchasing, and invoicing for IT equipment and licenses, ensuring the best value for money.
- Collaborate with vendors to ensure timely delivery of equipment and work with the finance team to ensure prompt payment.
Job Experience, Functional Knowledge, and Qualifications
Essential - You MUST have this experience:
- Excellent communication skills in both written and spoken English.
- 2+ years of experience working in a Level 1 / Level 2 support role.
- Strong customer focus - clearly identifies needs and finds solutions to meet them.
- Knowledge of the Microsoft Office 365 Suite, particularly Administration, Teams, Outlook, and SharePoint.
- Good working knowledge of Desktop/Laptop hardware and OS (Windows/Linux) support.
- Experience with IT asset management and automation tools such as Endpoint Central.
- Audio-Video/Video Conferencing support.
- Familiarity with ticketing systems for issue tracking and resolution - such as ZenDesk, ServiceNow, or similar.
Desirable - It would be great if you also had:
- Industry certifications in Microsoft 365, Cisco, ITIL.
- Hands-on experience working with Meraki/Cisco or other firewalls and switches.
- Project Management experience - running small-scale projects from inception to completion using good project management practices.
Competencies:
- Analysis and Problem Solving: Uses critical thinking to address problems. Able to perform root cause analysis on complex problems to identify underlying trends and propose well-thought-out solutions.
- Listening and Communicating: Listens and responds to the audience using active listening skills. Asks questions for clarification. Can speak and write clearly when interacting with onshore and offshore colleagues.
- Collaboration, Inclusion, and Teamwork: A good team player who is personable, friendly, polite, and takes the time to know people. Collaborates well with onshore and offshore colleagues.
- Customer Focus: Understands the needs of the customer, clarifying requirements and expectations. Adapts as necessary to changing requirements and is responsive and helpful with all requests. Sets high standards for service delivery.
- Planning and Organizing: Uses the supplied tools effectively, staying on top of routine tasks and planning for busy periods. Promptly updates people when plans change.
- Initiative: Understands why things are the way they are. Sets high standards for work. Takes initiative to make simple improvements to processes within their own area.
- Accountability: Responsible for delivering own work without unnecessary supervision. Always demonstrates integrity and ethical behavior, being a role model for others. Invites constructive feedback and adjusts actions accordingly. Thinks through mistakes made and finds ways to prevent them.
