Overview
To provide advanced ICT client support and administration of Microsoft 365, identity, collaboration and end-user services across the Organization, ensuring secure, reliable and efficient delivery of ICT services.
Key Responsibilities
- Handle technical support requests (1st and 2nd-line), ensuring accurate logging, prioritization, and resolution within SLA targets.
- Troubleshoot hardware, software, end-user devices, and connectivity issues, escalating complex cases when needed.
- Maintain clear communication with users throughout the ticket lifecycle and document resolution steps.
- Contribute to root cause analysis and preventive measures to reduce incident recurrence and improve service quality.
- Promote a user-focused service culture in all interactions.
- Manage the full lifecycle of user accounts, including independent execution of onboarding, offboarding, and role modifications, ensuring security, compliance, and timely service delivery.
- Administer and actively manage access controls across Microsoft 365 services (SharePoint, OneDrive, Teams), including regular permissions audits to safeguard information assets.
- Configure, maintain, and optimise core Microsoft 365 services (Exchange Online, SharePoint Online, OneDrive, Teams, Teams Telephony) to maximise organisational productivity.
- Oversee Azure Active Directory (AAD) administration, MFA, conditional access policies, licensing allocation, and hybrid identity solutions such as Azure AD Connect and SSO.
- Proactively monitor capacity, performance, and service health, implementing improvements and resolving complex technical challenges with minimal supervision.
- Lead advanced troubleshooting for Microsoft 365 incidents, coordinating with third-level support or vendors where required.
- Develop and maintain clear technical documentation, user guides, and training resources to support both ICT staff and end-users in efficient system use.
- Support administration of user access for key financial platforms (JP Morgan Chase & Co and Barclays) based on requests from the Finance Section.
- Manage provisioning and deactivation of user roles, access permissions, and digital security tokens.
- Conduct audits of access and coordinate with financial institutions to maintain compliance and implement security updates.
- Coordinate end-to-end onboarding of new personnel, including account setup, device configuration, software installation, and delivery of ICT orientation.
- Lead secure offboarding processes by managing asset return, user deactivation, and data security protocols in line with retention and privacy standards.
- Deliver induction sessions to familiarize new staff with collaboration tools, ICT policies, and digital workplace practices.
- Maintain and update the ICT asset inventory, ensuring proper assignment, tagging, and audit readiness.
- Support routine asset lifecycle actions, including repairs, warranty processing, and secure disposals.
- Assist with ICT equipment moves, refreshes, and office relocations.
- Create and maintain comprehensive technical documentation, knowledge base articles, and self-help materials for ICT staff and end-users.
- Deliver user training sessions focused on Microsoft 365, device use, and ICT service processes to promote digital fluency across the organization.
- Identify service improvement opportunities based on incident trends and user feedback, and contribute to the refinement of helpdesk workflows and knowledge-sharing practices.
- Performs other job-related activities required to support the goals and objectives of the secretariat.
Required Experience
A minimum of six years of progressively responsible experience providing technical and administrative support in an enterprise or international ICT environment is required. Experience administering Microsoft infrastructure and cloud services, including Windows Server, Active Directory, Microsoft Exchange, Microsoft Entra ID, and Microsoft 365 services, is required. Experience troubleshooting complex authentication, connectivity, Windows, Microsoft 365, VPN, and end-user support issues independently is required. Experience supporting users during meetings, conferences, or hybrid collaboration events is required. Experience preparing technical documentation, knowledge articles, and user guidance materials is required. Experience using ICT service management platforms such as ServiceNow is desirable.
Qualifications
Secondary education to university entrance standard is essential. Supplementary training or certifications in Microsoft Windows Server Administration, Microsoft Exchange, Microsoft 365 Administration, Microsoft Azure, Microsoft Entra ID, SharePoint Administration, or Service Management are desirable.
