Meeting and exceeding SLAs and OLAs for key activities and workflows;

Working to the IT Service policy and related processes and procedures;

Identifying and implementing automation opportunities to reduce repetitive work;

Identifying knowledge sharing, training and documentation requirements to reduce support requests and contribute to the build up of the IT knowledge base;

Maintaining and improving the IT Team’s customer relationships;

Supporting the development, production and automation of reporting tailored to specific audiences.

Supporting and maintaining meeting room systems (video conferencing, audio-visual devices and control/scheduling systems) and providing support to (sometimes large-scale) events such as conferences and large meetings where these can be physical, hybrid or virtual.

Providing guidance and support to junior members of staff in developing their skills and sharing knowledge gained through experience and training.

The build of IT hardware assets, customising to customer requirements;

Supporting the identification and maintenance of equipment standards;

Procuring IT Hardware and Software, working with approved suppliers;

Delivering the processes for repair, warranty and disposal of assets;

Supporting the delivery of software asset management in line with software and data residency policies.

Supporting Lean Agile project delivery of key IT projects delivering new services and improvements.

Undertaking any other duties within your capabilities as may be reasonably required.

Working as part of the international IT Team and the wider technical community, utilising the Service Desk and other tools to deliver support.

Providing technical support for the wider Information & Communications Technology (ICT) services including performing incident, request & problem management, and support of communications, network and presentation technologies.

Experience and expertise in related technical roles (typically at least three years).

Knowledge and experience in IT service provision.

Experience in asset lifecycle management and software asset management.

Experience in prioritisation and queue management.

Knowledge and background with IT Service Management disciplines and Frameworks such as ITIL and Change Management.

Technical expert in the support of Windows client systems (currently Windows 10) and related Microsoft applications technologies.

Strong communication skills with international stakeholders.

Be a flexible team player who is adaptable to change.

Ability and willingness to work outside of normal working hours on occasion to meet service needs.

Certification held in industry/community, recognised disciplines/technologies pertinent to the role (i.e. Microsoft Certified Professional).

Experience with Microsoft, Apple and Google computing devices, mobile device technologies and device management systems.

Experience with Microsoft Exchange and Microsoft Online services like Azure and O365.

Experience in administering and supporting Zoom or Teams, or Cloud products such as Dropbox, Google Workspace (G-Suite) and Atlassian products.

Programming/scripting experience and capability across multiple platforms.

Experience of Lean Agile project management.

Experience of working in a globally diverse team.