Job Responsibilities:

• Act as the primary escalation point for technical issues within the Service Desk team.
• Provide advanced first and second-line support across a wide range of technologies and applications.
• Lead incident and problem management processes, ensuring timely resolution and root cause analysis.
• Mentor and support junior team members, fostering a culture of learning and collaboration.
• Maintain and improve documentation, knowledge base articles, and standard operating procedures.
• Oversee user account lifecycle management and access control across systems.
• Perform regular system health checks, security reviews, and compliance monitoring.
• Coordinate with vendors and third-party providers to resolve issues and implement solutions.
• Participate in IT projects, including software rollouts, infrastructure upgrades, and process improvements.
• Deliver end-user training and contribute to change management initiatives.
• Ensure adherence to ITIL best practices and company policies.
• Supporting the Group Service Delivery Manager on continuous improvement initiatives.
• Promote and embody the companys values: Client Focus, Excellence in Execution, Integrity, Innovation, Value, Development, and Leadership.