Job Title

DayshiftHybrid Set-upOpportunity for Career GrowthRoles and Responsibilities:Manage and maintain ANC Service Desk, update and assign requests as requiredTo manage first/second touch technical support in resolving service disruptions, including the logging of all Incidents and Service requestsProvide first/second level PC, network, and technical support for all ANC PC users, supporting Microsoft 365 and technologies, and other internally developed systems as deemed appropriateSupporting the installation of hardware and software in consultation and direction of Mosaic ITTo ensure all ANC staff are provided with functioning hardware, software, network, and telephony servicesTo resolve incidents arising from disruptions to hardware, software, network, and telephony servicesTo provide first/second level support and co-ordinate users and resolvers when service disruptions occur.Identify and implement opportunities for improving Service Desk capability, IT Services and business process improvementAssisting with the ServiceDesk process management and reviewWork with various business units to support and maintain new and existing customer data and system integrationsManagement of Mobile Phones (IOS and Android) requests including tracking and reportingEnsure issue diagnosis and resolution according to SLAs within the IT Service Catalogue, ITIL work practices, and procedures. For the life of the Incident or the Request, ensure timely and accurate updates to the Customer as to the status of an Incident or RequestEnsure retention of ownership, monitor, track and manage Incidents and Requests through their lifecycleLogs and monitors all Incidents and Requests with clear details/instructions with any customer-specific requestsSupport to users covering LAN & DB connectivity issues, as well as hardware and softwareServiceNow, Service Desk Plus (SDP), Zendesk or equivalent toolset administration, supporting Issues, Problem, and Service DeskLiaison with users and service suppliers i.e., Mosaic IT, PTV, HUB in relation to IT related services/problems escalations, including documentation and update of procedures and instructionOn-site maintenance tasks arising from authorised requests from the IT Service Delivery Manager and/or Mosaic IT, implemented in accordance with ANC policy and proceduresTo maintain the register of hardware/software location, Asset Register, licenses, and warranty/service agreements including disposal/sale of equipment in line with ANC asset policyPreparation and updating of IT procedures documents including desktop proceduresWeekly and monthly reporting of ServiceDesk statistics as required SecurityTo participate in the implementation of IT security policy, standards, guidelines, and procedures ProjectsWork with the Innovation & Technology and Business Leaders to ensure a coordinated and proactive approach to IT projectsParticipate in ANC projects where input may be requiredFinancial ManagementIdentify ways to streamline processes that lead to efficiencies (cost, time, etc.)ProcessHelp maintain trouble-free computer equipment and networking environmentUpdate and maintain registers and documentation for IT&S proceduresHelp maintain the integrity of the network, internet, intranet, HUB, PTV, and all other ANC systemsActively contribute to IT initiativesRequired Experience3-5 years experience as a Senior IT Service Desk Officer within a small-medium Information Technology TeamExperience in Microsoft Desktop/Network/Server administration and support (Essential)Minimum QualificationsCertificate 4 in IT Service Desk or equivalentIntermediate to advanced skills and Knowledge of Office 365/ SharePoint and Microsoft Product PortfolioITIL experience and knowledgeBackground in the Logistics and Transport IndustryExperience working within an Agile environmentStrong analytical and documentation skills to assist in developing procedures to streamline IT and business processesPossess flexibility and adaptability to manage to change work requirements and varying volumes of workA Successful Candidate must haveAbility to work co-operatively and effectively within the team and the organisationAbility to manage multiple tasks simultaneously, solve problems, manage and meet deadlines and maintain a high quality of workPersonal presentation that reflects a professional image and the values of the organisationAbility to prioritise administrative duties, organise and prioritise work in an environment with multiple and conflicting demandsSolid technical background with an ability to give instructions to a non-technical audienceCustomer-service oriented with a problem-solving attitudeExcellent written and verbal communications skillsShoreXtra Perks:12 Leave Credits available upon regularizationHMO upon regularizationHybrid Set-Up after trainingGame loungeShorelife perks (gym membership discounts and more!)Engaging monthly activitiesFree and unlimited barista-style coffeeFree parking and shuttle servicesEmployee referral incentives (Silver) #J-18808-Ljbffr