Key Responsibilities

1. Helpdesk & End-User Support

• Serve as the first point of contact for all IT incidents and service requests
  

• Manage and administer the IT helpdesk system (ticket logging prioritization escalation and tracking)
  

• Ensure SLA compliance and clear communication with users
  

• Diagnose and resolve hardware software network and access-related issues (onsite and remote)
  

• Provide structured support to non-technical users
  

• Identify recurring issues and implement root cause solutions
  

• Maintain a knowledge base to improve first-time resolution rates
  

• Track and report on helpdesk performance metrics
  

2. Infrastructure & Systems Management

• Maintain and optimise Microsoft Entra device management and Google Workspace environments
  

• Monitor system performance capacity and security
  

• Implement patch management and preventative maintenance processes
  

• Support network stability and endpoint security
  

• Conduct system audits and recommend upgrades or improvements
  

3. Automation & Process Optimisation

• Identify repetitive IT and business processes suitable for automation
  

• Build and maintain automation workflows (e.g. onboarding/offboarding identity lifecycle management)
  

• Support system integrations to reduce manual data handling
  

• Develop and document automation standards and governance processes
  

• Track efficiency improvements and time saved through automation initiatives
  

4. AI Enablement & Digital Innovation

• Stay current with emerging AI tools and platforms
  

• Support responsible AI tool evaluation governance and adoption
  

• Assist teams in configuring and safely using AI-powered tools
  

• Contribute to internal AI usage guidelines and best practices
  

5. Security & Governance

• Implement and monitor IT security controls
  

• Conduct periodic security audits and vulnerability assessments
  

• Enforce device compliance and endpoint protection standards
  

• Support access management and data governance processes
  

• Contribute to digital risk and AI governance frameworks
  

6. Documentation & Continuous Improvement

• Maintain accurate system documentation
  

• Develop and update SOPs and knowledge base articles
  

• Analyse recurring issues and implement preventative solutions
  

• Contribute to IT standards and operating model improvement
  

Requirements

Qualifications

• Bachelors Degree or Diploma in IT Computer Science or relevant certification
  

• 13 years experience in IT support or systems administration
  

Technical Experience

• Experience supporting Google Workspace environments
  

• Working knowledge of Microsoft 365 and Entra administration
  

• Familiarity with device management and endpoint security tools
  

• Understanding of IT security fundamentals
  

• Experience with automation features (e.g. Identity Lifecycle Management SCIM Dynamic Groups Conditional Access) preferred
  

• Exposure to AI tools and digital platforms advantageous
  

Technical Skills

• Hardware software and network troubleshooting
  

• Remote support tools
  

• Cloud collaboration platforms (Google Workspace / Microsoft 365)
  

• Basic scripting (PowerShell Python or equivalent advantageous)
  

• Low-code/no-code automation platforms (advantageous)
  

• IT documentation and knowledge management
  

• Vendor and asset management
  

Personal Competencies

• Strong analytical and problem-solving skills
  

• Proactive and improvement-oriented mindset
  

• Clear communicator across technical and non-technical audiences
  

• High attention to detail
  

• Structured and organized approach to work
  

• Curious about emerging technology and AI
  

• Ownership-driven and service-focused
  

Benefits