Offer description

Roles and Responsibilities
- Manage and maintain ANC Service Desk, update and assign requests as required
- To manage first/second touch technical support in resolving service disruptions, including the logging of all Incidents and Service requests
- Provide 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 appropriate
- Supporting installation of hardware and software in consultation and direction of Mosaic IT
- To ensure all ANC staff are provided with functioning hardware, software, network and telephony services
- To resolve incidents arising from disruptions to hardware, software, network and telephony services
- To provide first/second level support and co-ordinate users’ and resolvers’ when service disruptions occur
- Assisting with the ServiceDesk process management and review
- Work with various business units to support and maintain new and existing customer data and system integrations
- Management of Mobile Phones (IOS and Android) requests including tracking and reporting
- Ensure issue diagnosis and resolution according to SLAs within the IT Service Catalogue, ITIL work practices and procedures
- Ensure retention of ownership, monitor, track and manage Incidents and Requests through their lifecycle
- Logs and monitors all Incidents and Requests with clear details/instructions with any customer specific requests
- Support to users covering LAN & DB connectivity issues, as well as hardware and software
- ServiceNow, Service Desk Plus (SDP), Zendesk or equivalent toolset administration, supporting Incidents, Service Requests and Project
- Liaison with users and service suppliers
- On-site maintenance tasks
- To maintain the register of hardware/software location, Asset Register, licenses and warranty/service agreements including disposal/sale of equipment in line with ANC asset policy
- Preparation and updating of IT procedures documents including desktop procedures
- Weekly and monthly reporting of Service Desk statistics as required

Required Experience
- 3-5 years’ experience as a Senior IT Service Desk Officer within a small-medium Information Technology Team. (Essential)
- Strong analytical and documentation skills to assist in developing procedures to streamline IT and business processes. (Desirable)
- Microsoft Windows administration and support. (Essential)
- Intermediate to advanced skills and Knowledge of Office 365 / SharePoint and Microsoft Product Portfolio (Essential)
- Active Directory – Users and Security
- Microsoft Exchange / Mail Management
- Desktop / Laptop Device Patching – Setup / Deployment / Management
- Including Windows & Third-Party Patch Releases
- Server Device Patching – Setup / Deployment / Management
- Including Windows & Third-Party Patch Releases
- End Point Management / Anti-Virus
- LAN Connectivity – Wired & Wireless
- Desktop / Laptop Remote Builds (inc. OS / User Profile / File Storage)
- Server administration and support (Highly Desirable)
- OS / Hyper-V / AD Users and Security / DHCP / DNS / File Storage / Group Policy
- Experience in supporting Azure / AWS Cloud environments (Desirable)
- Router Setup and Support (Desirable)
- ITIL experience and knowledge. (Desirable)

A Successful Candidate Must Have
- Ability to work co-operatively and effectively within the team and the organisation
- Ability to manage multiple tasks with conflicting demands simultaneously, solve problems, manage and meet deadlines and maintain a high quality of work
- Possess a personal presentation that reflects a professional image and the values of the organisation
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills

ShoreXtra Perks
- Free barista-style coffee
- Free parking and jeepney services
- Highly engaged team
- Unlimited potential for growth
- Challenging role
- Fun and family-oriented working environment

Requirements

• Minimum education level: Bachelor´s Degree
• 3 years of experience

More than 30 days ago

About Shore 360

Shore360 provides the support you need to shift time intensive business tasks to more cost effective locations and allow your local expert staff focus on your business
Business is difficult enough without the constant pressures to reduce cost, manage tight budgets and “do more with less” just to survive in today’s competitive market. Asking more from our highly paid Managers and Leaders has buried them in repetitive, basis tasks and you simply can’t afford to hire the number of staff you ne...

Shore360 provides the support you need to shift time intensive business tasks to more cost effective locations and allow your local expert staff focus on your business
Business is difficult enough without the constant pressures to reduce cost, manage tight budgets and “do more with less” just to survive in today’s competitive market. Asking more from our highly paid Managers and Leaders has buried them in repetitive, basis tasks and you simply can’t afford to hire the number of staff you need.
High speed internet and low cost communications has changed the way we do business and has enabled a whole range of business services to be available on a global scale. Shore360 provides the required support for you to recruit, train and supervise highly skilled personnel at a fraction of the cost of your local staff.
In our experience you can save between 50% to 75% against local costs for highly skilled resources that can be deployed quickly and without compromise to quality and service.
No matter what business you are in – your competition will use off shore operations to lower their costs. Today this will improve your margin and provide the budget to reinvest in growth. Tomorrow it will be for your survival.

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