Service Desk Operations and User Support - Handle technical support requests (1st and 2nd-line), ensuring accurate logging, prioritization, and resolution within SLA targets. - Troubleshoot hardware, software, end-user devices, and connectivity issues, escalating complex cases when needed. - Maintain clear communication with users throughout the ticket lifecycle and document resolution steps. - Contribute to root cause analysis and preventive measures to reduce incident recurrence and improve service quality. - Promote a user-focused service culture in all interactions.
Microsoft 365 and Identity Management - Manage the full lifecycle of user accounts, including independent execution of onboarding, offboarding, and role modifications, ensuring security, compliance, and timely service delivery. - Administer and actively manage access controls across Microsoft 365 services (SharePoint, OneDrive, Teams), including regular permissions audits to safeguard information assets. - Configure, maintain, and optimise core Microsoft 365 services (Exchange Online, SharePoint Online, OneDrive, Teams, Teams Telephony) to maximise organisational productivity. - Oversee Azure Active Directory (AAD) administration, MFA, conditional access policies, licensing allocation, and hybrid identity solutions such as Azure AD Connect and SSO. - Proactively monitor capacity, performance, and service health, implementing improvements and resolving complex technical challenges with minimal supervision. - Lead advanced troubleshooting for Microsoft 365 incidents, coordinating with third-level support or vendors where required. - Develop and maintain clear technical documentation, user guides, and training resources to support both ICT staff and end-users in efficient system use Security Administration for Financial Systems - Support administration of user access for key financial platforms (JP Morgan Chase & Co and Barclays) based on requests from the Finance Section. - Manage provisioning and deactivation of user roles, access permissions, and digital security tokens. - Conduct audits of access and coordinate with financial institutions to maintain compliance and implement security updates.
User Onboarding and Offboarding - Coordinate end-to-end onboarding of new personnel, including account setup, device configuration, software installation, and delivery of ICT orientation. - Lead secure offboarding processes by managing asset return, user deactivation, and data security protocols in line with retention and privacy standards. - Deliver induction sessions to familiarize new staff with collaboration tools, ICT policies, and digital workplace practices.
Hardware, Software, and Asset Management - Maintain and update the ICT asset inventory, ensuring proper assignment, tagging, and audit readiness. - Support routine asset lifecycle actions, including repairs, warranty processing, and secure disposals. - Assist with ICT equipment moves, refreshes, and office relocations.
Documentation, Training, and Service Improvement - Create and maintain comprehensive technical documentation, knowledge base articles, and self-help materials for ICT staff and end-users. - Deliver user training sessions focused on Microsoft 365, device use, and ICT service processes to promote digital fluency across the organization. - Identify service improvement opportunities based on incident trends and user feedback, and contribute to the refinement of helpdesk workflows and knowledge-sharing practices.
Performs other job-related activities required to support the goals and objectives of the secretariat.
To provide advanced ICT client support and administration of Microsoft 365, identity, collaboration and end-user services across the Organization, ensuring secure, reliable and efficient delivery of ICT services.
The incumbent is responsible for supporting and administering Microsoft Entra ID, Exchange Online, Microsoft 365 services, endpoint devices, and related identity and collaboration platforms while independently troubleshooting complex technical issues related to authentication, mailbox services, connectivity and end-user environments.
Service Desk Operations and User Support - Handle technical support requests (1st and 2nd-line), ensuring accurate logging, prioritization, and resolution within SLA targets. - Troubleshoot hardware, software, end-user devices, and connectivity issues, escalating complex cases when needed. - Maintain clear communication with users throughout the ticket lifecycle and document resolution steps. - Contribute to root cause analysis and preventive measures to reduce incident recurrence and improve service quality. - Promote a user-focused service culture in all interactions.
Microsoft 365 and Identity Management - Manage the full lifecycle of user accounts, including independent execution of onboarding, offboarding, and role modifications, ensuring security, compliance, and timely service delivery. - Administer and actively manage access controls across Microsoft 365 services (SharePoint, OneDrive, Teams), including regular permissions audits to safeguard information assets. - Configure, maintain, and optimise core Microsoft 365 services (Exchange Online, SharePoint Online, OneDrive, Teams, Teams Telephony) to maximise organisational productivity. - Oversee Azure Active Directory (AAD) administration, MFA, conditional access policies, licensing allocation, and hybrid identity solutions such as Azure AD Connect and SSO. - Proactively monitor capacity, performance, and service health, implementing improvements and resolving complex technical challenges with minimal supervision. - Lead advanced troubleshooting for Microsoft 365 incidents, coordinating with third-level support or vendors where required. - Develop and maintain clear technical documentation, user guides, and training resources to support both ICT staff and end-users in efficient system use Security Administration for Financial Systems - Support administration of user access for key financial platforms (JP Morgan Chase & Co and Barclays) based on requests from the Finance Section. - Manage provisioning and deactivation of user roles, access permissions, and digital security tokens. - Conduct audits of access and coordinate with financial institutions to maintain compliance and implement security updates.
User Onboarding and Offboarding - Coordinate end-to-end onboarding of new personnel, including account setup, device configuration, software installation, and delivery of ICT orientation. - Lead secure offboarding processes by managing asset return, user deactivation, and data security protocols in line with retention and privacy standards. - Deliver induction sessions to familiarize new staff with collaboration tools, ICT policies, and digital workplace practices.
Hardware, Software, and Asset Management - Maintain and update the ICT asset inventory, ensuring proper assignment, tagging, and audit readiness. - Support routine asset lifecycle actions, including repairs, warranty processing, and secure disposals. - Assist with ICT equipment moves, refreshes, and office relocations.
Documentation, Training, and Service Improvement - Create and maintain comprehensive technical documentation, knowledge base articles, and self-help materials for ICT staff and end-users. - Deliver user training sessions focused on Microsoft 365, device use, and ICT service processes to promote digital fluency across the organization. - Identify service improvement opportunities based on incident trends and user feedback, and contribute to the refinement of helpdesk workflows and knowledge-sharing practices.
Performs other job-related activities required to support the goals and objectives of the secretariat.
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Service Desk Operations and User Support - Handle technical support requests (1st and 2nd-line), ensuring accurate logging, prioritization, and resolution within SLA targets. - Troubleshoot hardware, software, end-user devices, and connectivity issues, escalating complex cases when needed. - Maintain clear communication with users throughout the ticket lifecycle and document resolution steps. - Contribute to root cause analysis and preventive measures to reduce incident recurrence and improve service quality. - Promote a user-focused service culture in all interactions. Microsoft 365 and Identity Management - Manage the full lifecycle of user accounts, including independent execution of onboarding, offboarding, and role modifications, ensuring security, compliance, and timely service delivery. - Administer and actively manage access controls across Microsoft 365 services (SharePoint, OneDrive, Teams), including regular permissions audits to safeguard information assets. - Configure, maintain, and optimise core Microsoft 365 services (Exchange Online, SharePoint Online, OneDrive, Teams, Teams Telephony) to maximise organisational productivity. - Oversee Azure Active Directory (AAD) administration, MFA, conditional access policies, licensing allocation, and hybrid identity solutions such as Azure AD Connect and SSO. - Proactively monitor capacity, performance, and service health, implementing improvements and resolving complex technical challenges with minimal supervision. - Lead advanced troubleshooting for Microsoft 365 incidents, coordinating with third-level support or vendors where required. - Develop and maintain clear technical documentation, user guides, and training resources to support both ICT staff and end-users in efficient system use Security Administration for Financial Systems - Support administration of user access for key financial platforms (JP Morgan Chase & Co and Barclays) based on requests from the Finance Section. - Manage provisioning and deactivation of user roles, access permissions, and digital security tokens. - Conduct audits of access and coordinate with financial institutions to maintain compliance and implement security updates. User Onboarding and Offboarding - Coordinate end-to-end onboarding of new personnel, including account setup, device configuration, software installation, and delivery of ICT orientation. - Lead secure offboarding processes by managing asset return, user deactivation, and data security protocols in line with retention and privacy standards. - Deliver induction sessions to familiarize new staff with collaboration tools, ICT policies, and digital workplace practices. Hardware, Software, and Asset Management - Maintain and update the ICT asset inventory, ensuring proper assignment, tagging, and audit readiness. - Support routine asset lifecycle actions, including repairs, warranty processing, and secure disposals. - Assist with ICT equipment moves, refreshes, and office relocations. Documentation, Training, and Service Improvement - Create and maintain comprehensive technical documentation, knowledge base articles, and self-help materials for ICT staff and end-users. - Deliver user training sessions focused on Microsoft 365, device use, and ICT service processes to promote digital fluency across the organization. - Identify service improvement opportunities based on incident trends and user feedback, and contribute to the refinement of helpdesk workflows and knowledge-sharing practices. Performs other job-related activities required to support the goals and objectives of the secretariat. To provide advanced ICT client support and administration of Microsoft 365, identity, collaboration and end-user services across the Organization, ensuring secure, reliable and efficient delivery of ICT services. The incumbent is responsible for supporting and administering Microsoft Entra ID, Exchange Online, Microsoft 365 services, endpoint devices, and related identity and collaboration platforms while independently troubleshooting complex technical issues related to authentication, mailbox services, connectivity and end-user environments. Service Desk Operations and User Support - Handle technical support requests (1st and 2nd-line), ensuring accurate logging, prioritization, and resolution within SLA targets. - Troubleshoot hardware, software, end-user devices, and connectivity issues, escalating complex cases when needed. - Maintain clear communication with users throughout the ticket lifecycle and document resolution steps. - Contribute to root cause analysis and preventive measures to reduce incident recurrence and improve service quality. - Promote a user-focused service culture in all interactions. Microsoft 365 and Identity Management - Manage the full lifecycle of user accounts, including independent execution of onboarding, offboarding, and role modifications, ensuring security, compliance, and timely service delivery. - Administer and actively manage access controls across Microsoft 365 services (SharePoint, OneDrive, Teams), including regular permissions audits to safeguard information assets. - Configure, maintain, and optimise core Microsoft 365 services (Exchange Online, SharePoint Online, OneDrive, Teams, Teams Telephony) to maximise organisational productivity. - Oversee Azure Active Directory (AAD) administration, MFA, conditional access policies, licensing allocation, and hybrid identity solutions such as Azure AD Connect and SSO. - Proactively monitor capacity, performance, and service health, implementing improvements and resolving complex technical challenges with minimal supervision. - Lead advanced troubleshooting for Microsoft 365 incidents, coordinating with third-level support or vendors where required. - Develop and maintain clear technical documentation, user guides, and training resources to support both ICT staff and end-users in efficient system use Security Administration for Financial Systems - Support administration of user access for key financial platforms (JP Morgan Chase & Co and Barclays) based on requests from the Finance Section. - Manage provisioning and deactivation of user roles, access permissions, and digital security tokens. - Conduct audits of access and coordinate with financial institutions to maintain compliance and implement security updates. User Onboarding and Offboarding - Coordinate end-to-end onboarding of new personnel, including account setup, device configuration, software installation, and delivery of ICT orientation. - Lead secure offboarding processes by managing asset return, user deactivation, and data security protocols in line with retention and privacy standards. - Deliver induction sessions to familiarize new staff with collaboration tools, ICT policies, and digital workplace practices. Hardware, Software, and Asset Management - Maintain and update the ICT asset inventory, ensuring proper assignment, tagging, and audit readiness. - Support routine asset lifecycle actions, including repairs, warranty processing, and secure disposals. - Assist with ICT equipment moves, refreshes, and office relocations. Documentation, Training, and Service Improvement - Create and maintain comprehensive technical documentation, knowledge base articles, and self-help materials for ICT staff and end-users. - Deliver user training sessions focused on Microsoft 365, device use, and ICT service processes to promote digital fluency across the organization. - Identify service improvement opportunities based on incident trends and user feedback, and contribute to the refinement of helpdesk workflows and knowledge-sharing practices. Performs other job-related activities required to support the goals and objectives of the secretariat.