As the Senior Associate – IT Support & Administration, you’re a senior individual contributor and hands-on support specialist responsible for running a dependable service desk and completing the day-to-day IT administration that keeps colleagues productive.
The role is the main escalation point for user issues that require deeper troubleshooting. It owns the service desk process; queue control, priorities, service levels, user communication, documentation and follow-through. Broad working knowledge across endpoints, identity, networks, cloud and workplace services, telephony, security, backups, assets, licenses and vendors is required so the role can resolve routine issues, gather good diagnostics and escalate appropriately.
Key Responsibilities
- Service Desk Management: Run the day-to-day support workflow by reviewing, categorising, prioritising and tracking requests. Keep users informed, maintain clear records and ensure requests are resolved, escalated or closed within agreed service levels.
- User Support and Technical Competency: Provide remote and on-site Level 1 and Level 2 support for devices, accounts, office applications, collaboration tools, printing, telephony and connectivity. Maintain the technical knowledge needed to diagnose issues methodically and resolve them safely.
- Escalation Management: Identify issues that require specialist input or additional authority, capture the impact, diagnostics and actions already taken, and route them to the IT Manager or approved provider. Coordinate follow-up and user updates through to resolution.
- Joiner, Mover, Leaver (JML) Management: Complete approved employee onboarding, role changes and offboarding by preparing or recovering devices, creating or updating accounts, access and licenses, and recording completion.
- Asset Management: Maintain accurate records of IT equipment and software, including assignment, location, condition, warranty, license use, returns, repairs and secure disposal.
- Infrastructure Maintenance: Carry out routine monitoring, first-line maintenance and basic diagnostics across office networks, Wi-Fi, internet services, telephony, printing, endpoint security and backups. Complete approved low-risk maintenance and escalate service risks.
- Procurement and Vendor Management: Gather requirements, obtain quotations and raise approved requests for equipment, repairs, subscriptions and renewals. Track orders, warranties and supplier cases, and escalate delivery, service-quality or commercial concerns.
- Policy and SOP Adherence: Follow approved IT policies, security standards, access controls, checklists and operating procedures. Maintain required records and raise exceptions or non-compliance promptly.
- Change Management Support: Support approved technology changes through readiness checks, testing, user communication, deployment checklists, post-change validation and documentation.
- User Training and Enablement: Provide practical onboarding and refresher guidance, maintain clear user guides and FAQs, and help colleagues use workplace technology securely and effectively.
- Continuous Process Improvement: Review recurring issues, user feedback and support data to recommend practical improvements. Implement approved actions and check whether they reduce repeat work or improve service quality.
Qualifications & Experience
Must-Have Qualifications
- Bachelor’s degree or diploma in Information Technology, Computer Science, Engineering, Telecommunications or a related field, or equivalent practical capability.
- 3-5 years of experience in IT support, helpdesk, desktop support, systems administration or a related operational role, including responsibility for difficult tickets or a shared support queue.
- Strong hands-on troubleshooting of Windows 10/11 and working familiarity with macOS, common office applications, laptops, mobile devices, printers, meeting-room or AV equipment and user peripherals.
- Experience administering Google Workspace or Microsoft 365/Active Directory and an identity platform such as Entra ID/Azure AD, including users, groups, licenses, permissions and multifactor authentication.
- Working knowledge of LAN/WAN, Wi-Fi, routers, switches, firewalls, internet services, telephony, cloud or hosted services, endpoint management, endpoint security, patching, backups and access control.
- Experience with service desk or ITSM tools, ticket prioritisation, service levels, incident escalation, knowledge articles and operational reporting.
- Experience maintaining IT asset and software-license records and coordinating repairs, suppliers, subscriptions and renewals.
- Clear written and verbal communication, patient user support, disciplined documentation, sound prioritisation and the ability to work independently while escalating appropriately.
Nice-to-Have Qualifications
- IT service management training or certification, such as ITIL Foundation, or relevant endpoint, cloud, networking or cybersecurity certification.
- Experience supporting a multi-site or branch-based organisation with business-critical connectivity and workplace technology.
- Basic scripting or automation capability for approved support and administration tasks.
Core Competencies
- Service ownership and user empathy
- Hands-on troubleshooting and sound escalation judgement
- Queue control, prioritisation and reliable follow-through
- Practical systems, endpoint, identity, network and security knowledge
- Clear communication, accurate administration and practical improvement based on service data
