Key Responsibilities:

IT Service Desk & Operations

Provide high-quality, end-to-end IT support via phone, email, live chat, and ticketing systems, serving as the primary point of contact for technical inquiries.
Accurately log, categorize, prioritize, and track technical incidents and service requests using the IT ticketing system through to resolution.
Diagnose and resolve hardware, software, network, and operating system issues across desktop, mobile, and peripheral devices.
Administer identity and access management, including account creation, password resets, access permissions, and group policies using Active Directory and Microsoft 365 Admin Centre.
Execute hardware provisioning, including configuring new employee workstations, OS deployment, standard software installation, and peripheral setup.
Coordinate software deployments, feature updates, and patch management across user endpoints to ensure system security and compliance.

SharePoint Architecture & Site Administration

Design, set up, and configure modern SharePoint Online environments, document libraries, team sites, and communication sites tailored to business unit needs.
Manage SharePoint site permissions, security roles, external sharing policies, and access controls in alignment with company data protection guidelines.
Build, automate, and optimize operational workflows using Microsoft Power Automate and SharePoint integration.
Develop clear taxonomy, metadata structures, and folder hierarchies to improve document management, searchability, and information governance across the organization.

Troubleshooting, Escalation & Improvement

Perform root-cause analysis for recurring technical issues, authoring clear Knowledge Base (KB) articles and internal standard operating procedures (SOPs).
Escalate complex tier-3 network, infrastructure, or system issues to specialized internal engineering teams while maintaining ownership of communication with the user.
Educate and onboard end users on IT best practices, cybersecurity awareness, and self-service Microsoft 365 tools (including SharePoint, Teams, and OneDrive).

Requirements:

Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related field.
Relevant professional IT certifications are an advantage.
Minimum 2-5 years of experience in IT service desk, desktop support, systems administration, or a similar IT operations role.
Hands-on experience supporting Windows operating systems, Microsoft 365 and enterprise IT environments.
Practical experience administering SharePoint Online, including site creation, permissions, document libraries and information architecture.
Experience with Microsoft Power Automate and workflow automation.
Experience with Active Directory / Entra ID and Microsoft 365 administration.
Experience in endpoint provisioning, software deployment, patching and troubleshooting.
Experience working with an IT Service Management (ITSM) / ticketing system.
Strong organisational skills, attention to detail and ability to manage multiple priorities effectively.
Proactive, analytical and solutions-oriented, with an interest in automation, process improvement and digitalisation.
Ability to work independently and collaboratively with internal teams, vendors and external service providers.

IT Support Executive