The role is responsible for delivering first-line and desktop support, maintaining IT assets, managing user access, and ensuring adherence to IT governance, security standards and service delivery requirements.

KEY RESPONSIBILITIES

1.     End User Support Services

        Provide timely and effective support to users by resolving desktop, application and infrastructure-related incidents whilst ensuring high levels of customer satisfaction.

• Receive, prioritise, investigate and resolve IT incidents and service requests.
• Provide first-line support for desktop, laptop, printer and peripheral-related issues.
• Troubleshoot software, hardware and network connectivity problems.
• Escalate unresolved issues to appropriate support teams and vendors.
• Provide regular feedback and updates to users regarding logged incidents.
• Ensure adherence to agreed service levels and support standards.

2.      User Administration & Access Management

        Manage user accounts and access rights to ensure secure and compliant system access.

• Create, modify and deactivate user accounts.
• Manage Active Directory user permissions and group memberships.
• Administer Microsoft Outlook accounts and distribution groups.
• Provision and maintain printer access and shared resource permissions.
• Ensure compliance with information security and governance requirements.
• Support periodic access reviews and audit requirements.

3.     Desktop Infrastructure Management

        Ensure desktop computing devices are available, secure and fit for purpose.

• Install, configure and maintain desktop and laptop devices.
• Deploy approved software and updates.
• Ensure operating systems and applications remain current and secure.
• Configure and support printers, scanners and related peripherals.
• Assist with hardware refresh and replacement programmes.
• Maintain desktop standards and configurations.

4.     Software & License Compliance

        Support software governance and compliance throughout the organisation.

• Install and support approved business applications.
• Monitor software utilisation and licensing compliance.
• Remove unauthorised software and applications.
• Maintain software deployment records and inventories.

• Support software audits and compliance reviews.

5.     IT Asset Management

        Maintain accurate records and controls over IT assets.

• Update and maintain the IT asset register.
• Record asset allocations, transfers and disposals.
• Conduct periodic asset verification exercises.
• Ensure proper tracking and safeguarding of IT equipment.
• Support procurement and receiving of end-user equipment.

6.     IT Governance, Security & Compliance

        Support a secure and compliant IT operating environment.

• Ensure adherence to IT policies, procedures and standards.
• Maintain confidentiality and security of company information.
• Support cybersecurity awareness initiatives.
• Investigate and report security incidents where applicable.
• Assist with audit requirements and remediation actions.

• Ensure compliance with software, hardware and access management controls.

QUALIFICATIONS and EXPERIENCE

• National Diploma, Certificate or Degree in Information Technology or related field.
• A+, N+, Microsoft certifications or equivalent IT certifications advantageous.
• Minimum 3-5 years' experience in an IT support or desktop support environment.
• Experience supporting Microsoft Windows operating systems and Microsoft 365.
• Knowledge of Active Directory, Outlook, SharePoint and network fundamentals.
• Experience with IT asset management and service desk processes.
• Strong troubleshooting and problem-solving skills