This role is integral to maintaining seamless technical operations by providing exceptional helpdesk support. You will be at the forefront of live system monitoring, ensuring all issues are promptly addressed and user experience remains optimal. Your contribution will directly impact service delivery efficiency and customer satisfaction.

As a key team member, you will also be responsible for analyzing service delivery components to identify trends and areas for improvement. Your insights will be crucial in developing Management Information Presentations that inform strategic decisions.

Monitor live dashboards and allocate workflows efficiently to ensure smooth operations. Conduct quality analysis on agreed aspects of service delivery. Perform trending and in-depth analysis of service delivery components to identify performance metrics. Prepare and present Management Information Presentations to stakeholders. Act as a coach and escalation point for less experienced colleagues, providing technical guidance. Assist in identifying, prioritizing, and resolving technical problems using established processes.

A university education is preferred, ideally with a technical degree or relevant Microsoft certifications. Familiarity with Microsoft Operating Systems (local and hybrid) administration is essential. Proficiency in Microsoft Office family applications is required. Experience providing hybrid IT support (office and remote) is a significant advantage. Strong reporting abilities and a knack for analyzing and solving problems are key. Excellent communication and customer service skills are mandatory, along with fluency in English. Flexibility to work shifts as per operational needs is expected.