Facilitate first and second line escalation for all IT related resources within the business. Assist in the management and operation of the IT infrastructure, security systems and business ERP. Supervise the IT Service Desk ensuring correct Service Desk procedures are adhered to. Manage and facilitate assigned IT projects, ensuring up to date solutions are in place.
MAIN DUTIES AND RESPONSIBILITIES:
Provide first and second line escalation support for all IT related resources within the business, resolving issues and requests when possible before third line escalation.
Facilitate day to day IT requests and issues specifically related, but not limited to:Installing and configuring computer systems and IT related equipment (Hardware and Software)
Diagnosing and solving hardware/software faults
Active Directory/Mailbox administration
Mobile security administration
ERP Issue resolution and triage
Deployment and maintenance of our Anti-Virus Solution.
Pro-actively monitor IT infrastructure on performance and security, ensuring IT resources are appropriately running for end user performance.
Continually identify areas of improvement within the infrastructure and suggest appropriate solutions.
Day to day support and software development for the ERP system.
Assist with overall administration and delivery for group software systems.
Undertake tasks/projects where assigned including creating proposals, third party vendor management and successful project closures.
Third party vendor support liaison as and when needed.
Creation and maintenance of system and procedural documentation.
Supervision of the IT Service Desk.
Ensure that the IT Service Desk procedures are followed to facilitate appropriate KPIs.
Ensure appropriate KPIs are achieved and that SLAs are met.
Creation and input of IT related Company policies.
Flexible approach to IT related tasks and issues.
Any other duties as required by Management commensurate with the role and within the post holder’s skills and capabilities