Core Responsibilities & Deliverables
The IT operations and systems specialist is crucial to the business. Ensuring that our IT systems are not only running smoothly but also secure, optimised, and aligned with organisational goals. The contributions directly impact the efficiency, security, and cost-effectiveness of our IT operations, driving the overall success of the company.
Technical Support:
- Provide technical assistance to colleagues via phone, email, teams, or in-person (when visiting the office).
- Maintain strong collaboration with our third-party IT support partner to ensure support requests are logged and resolved within the agreed service level agreement (sla).
- Diagnose and resolve any hardware and software issues that fall outside the scope of our third-party support partner.
- Keep detailed records of user problems, solutions, and escalations, liaising with the third-party support partner as needed.
- Manage communications with suppliers to acquire software or hardware, resolving technical issues with vendors.
Global IT Procurement:
- Process and manage purchase orders for IT equipment and services efficiently.
- Ensure the timely raising of purchase orders and liaise with suppliers and users to guarantee that goods meet specifications and are delivered promptly.
- Oversee the logistics of IT goods, ensuring prompt and accurate delivery.
- Maintain relationships with key suppliers, ensuring timely delivery of goods and services.
- Regularly review and optimise standard IT equipment setups to ensure cost-effective solutions.
Cyber Security:
- Support the cyber security manager by contributing to various cyber security initiatives, ensuring our organisation's data remains secure and compliant.
- Assist with third-party supplier due diligence, ensuring that new suppliers adhere to our cyber security standards.
System Maintenance and Administration:
- Install, configure, and maintain our computer systems, software, and peripherals.
- Perform regular updates, backups, and maintenance tasks on IT systems, software, and hardware.
- Manage user accounts, permissions, and access rights across various systems.
- Regularly review user information with people & culture (P&C) to ensure accuracy in job titles, reporting structures, and contact details.
Training and Documentation:
- Develop and deliver user training on software applications and IT policies as needed.
- Maintain and update technical documentation, user guides, and FAQS to support user education.
Project Support:
- Assist in IT-related projects, including system upgrades, migrations, and deployments.
- Collaborate with IT team members and other departments to implement new technologies and solutions.
- Complete software audits and creation of business process documentation project to establish a comprehensive process for managing, utilising, and ensuring compliance of software assets.
Power Platform Initiatives:
- Assist with the creation of automated workflows using power automate to enhance operational efficiency and further develop automation.
- Develop, implement, and support the creation of power apps to enhance business processes and improve organizational efficiency.
SharePoint Assistance:
- Manage and support SharePoint sites and users, ensuring smooth operations.
- Assist with the creation, configuration, and troubleshooting of SharePoint PowerApps.
User Onboarding / Offboarding:
- Oversee and execute the onboarding process for new users globally.
- Manage the collection and reallocation of hardware from departing employees, minimising unnecessary hardware purchases.
- Set up user accounts, configure access rights, and provide initial training and support.
Software Audit:
- Conduct regular reviews of software licenses and usage, identifying opportunities for efficiency and cost savings.
- Ensure compliance with licensing agreements, reviewing software costs and removing surplus license's to reduce overall IT costs.
Holiday Cover:
- Provide holiday cover for key personnel in the IT team, including those responsible for cyber security, network operations, Power BI, and office 365 applications.