Understand the values and vision of the organization and align activities accordingly.
Protect intellectual property.
Adhere to all company policies and procedures.
Service Desk Operations:
Manage the help desk call logging system, ensuring it is fit for purpose.
Oversee service desk calls, monitor response times, and ensure high customer satisfaction.
Handle escalations, including managing aggressive users and reporting issues effectively.
Manage training programs and daily SLA reporting.
Audit tickets and coach the team to enhance performance.
Motivate the team, conduct performance reviews, and provide constructive feedback.
Maintain healthy KPIs and KRAs to track team performance.
Technical Support:
Offer hardware and software support as necessary.
Manage and maintain the Office 365 environment, including Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
Provide technical support for Windows 10 & 11, O365, Outlook, mobile devices, networking, and printers.
Exposure to servers, networking, and Active Directory management.
Ensure compliance with software license requirements and assist in security and compliance tasks (DLP, Data Lifecycle Management, Information Protection).
Configure and manage user accounts, permissions, licenses, and Intune for mobile device management (MDM) and mobile application management (MAM).
Reporting & Documentation:
Develop daily, weekly, and monthly reports on help desk productivity.
Keep abreast of changes and trends in system information and technology updates.
Provide regular written status updates on projects to management and the team.
Project Management:
Participate in and lead IT projects as assigned.
Identify and communicate risks that may affect deadlines.
Essential Skills:
Technical Skills:
Strong knowledge of Office 365, including Exchange Online, SharePoint Online, OneDrive, Teams, and Intune.
Experience with Microsoft Security and Compliance Portal for DLP, Risk Management, and Defender.
Proficiency in ITSM tools, ITIL processes, Incident, Change, and Problem Management.
Familiarity with scripting languages like PowerShell is a plus.
Troubleshooting and problem-solving skills for hardware, software, and network issues.
Experience with Active Directory and server/network management.
Professional Skills:
Excellent written and verbal communication skills.
Strong customer relationship management skills.
Ability to work under pressure and meet daily deadlines.
Strong attention to detail, confidentiality, and integrity.
Team-oriented with a commitment to excellence.
Strong understanding of business objectives and organizational structure.
Certifications (Preferred):
Microsoft certifications such as MCP, MCITP, or MCSE are a plus.
Personal Attributes:
Strong work ethics and trustworthiness.
Self-motivated with the ability to operate independently.
Proactive thinker with strong interpersonal and negotiation skills.
Demonstrates problem-solving capabilities and adaptability.
