ICT Operations Support Engineer - 1626
Key Responsibilities
ICT Operations & Service Request Management
- Raise, track, and manage ICT service requests, incidents, and operational support activities.
- Coordinate with internal stakeholders, managed service providers, and vendors to fulfil requests within agreed SLAs.
- Review and validate service request submissions, approvals, and fulfilment evidence.
- Monitor request backlog, follow up on outstanding requests, and escalate service delivery issues where necessary.
- Maintain accurate records and audit trails for operational activities.
IT Administration & User Support
- Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
- Support user onboarding, offboarding, and access management processes.
- Manage user accounts, shared mailboxes, distribution lists, licences, and security groups.
- Coordinate endpoint provisioning, software installation, and workplace technology support.
Vendor & Service Delivery Management
- Act as the liaison between the organisation and ICT service providers
- Monitor vendor performance against agreed SLAs and KPIs
- Review service reports and validate completed work before acceptance
- Participate in operational and service review meetings
Governance, Security & Compliance
- Support ICT governance, audit, risk management, and cybersecurity activities
- Conduct periodic access reviews and support compliance exercises
- Ensure ICT processes and documentation remain current and audit-ready
Asset & Operations Support
- Maintain ICT asset inventory and software licence records
- Support asset verification, refresh, replacement, and disposal activities
- Assist in incident management, problem management, and operational reporting
Key Competencies
- IT Administration
- Service Request Management
- Vendor Coordination
- Customer Service Excellence
- Stakeholder Management
- Problem Solving and Analytical Skills
- Attention to Detail
- Operational Governance and Compliance
- Communication & Interpersonal Skills
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