• Provide day-to-day technical support for end user hardware, software, and application issues.
• Install, configure, troubleshoot, and resolve problems related to laptops, desktops, operating systems, applications, printers, and other peripherals.
• Manage and update the ServiceNow ticketing system to log, track, and resolve incidents and service requests efficiently.
• Provide Level 2 support for incidents escalated by the Service Desk, ensuring timely and effective resolution.
• Provide basic Infrastructure and Systems Administration support under the guidance of the Infrastructure Team.
• Maintain accurate and up-to-date inventory records of IT assets in ServiceNow, including hardware, software licenses, peripherals, and associated services.
• Collaborate with vendors and the corporate IT team to resolve complex IT issues and fulfil service requests.
• Execute IT related tasks for employee onboarding and offboarding processes effectively.
• Fulfil IT service requests in accordance with defined processes and procedures as directed by the IT Director.
• Maintain and update SharePoint with relevant IT support documentation and user guides.
• Assist the IT Director in project implementation and delivery of new IT initiatives.
• Proactively keep the IT Director informed on IT service performance, highlight any service interruptions, and ensure user concerns are appropriately escalated for timely resolution.
• Prioritize IT support tasks based on business impact and urgency.
• Perform root cause analysis for recurring or high impact technical issues affecting users or business operations and implement preventive measures to avoid future occurrences.
• Maintain accurate and up to date technical documentation, including configuration guides, installation procedures, and knowledge base.
• Liaise with external vendors and service providers for backend support and issue resolution.
• Support the IT Director during project implementation and new initiative roll outs.
• Actively contribute to group level IT initiatives and projects, ensuring effective local implementation and alignment with group standards.
• Provide guidance and training to end users on best practices and effective use of IT tools.
• Provide technical support to field users or remote offices using remote tools.
• Assist in software deployment, patch management, and updates as part of the IT operations lifecycle.
• Participate in change management activities, ensuring documentation and proper approval processes are followed.
• Drive automation and digitization of manual processes, including conversion of paper-based forms and Excel-based workflows into digital, automated, and scalable solutions to improve operational efficiency.
• Lead and execute end-to-end IT projects as assigned by the IT Director, ensuring successful delivery from initiation through implementation, adoption, and closure in alignment with business requirements.