The role of “IT Support Officer” is mandated to provide industry-leading support quality and carry out Level 1 and Level 2 operations for all IT enterprise services including – but not limited to – Active Directory, Microsoft Office 365, SharePoint, SCCM, anti-virus, Avaya, Alcatel, file sharing, printing and mobility. The role will also provide desk site support for all IT hardware and software including – but not limited to – desktop, laptop, desk phone, printer and scanner.

When and where required, the role will cross-skill and cross-support some banking applications including – but not limited to – BEAM Net, StorQM, FNS, PowerCard, ARX, ServiceNow, NBC system(s), GDT system(s) and MoEF system(s).

• Request Fulfillment, Incident Management, Problem Management, Change Management, Knowledge Management
• Deliver outstanding Level 1 and Level 2 IT enterprise service support to all J Trust Royal employees in line with Technology disciplines
• Deliver outstanding support quality in line with Service Level Requirement (SLR) and Service Level Agreement (SLA)
• Deliver effective desk site support and troubleshooting for all IT hardware and software
• Interact and coordinate with J Trust System Level 1 and Level 2 support groups to provide seamless Employee Experience
• Maintain highest level of Employee Experience and build great working relationship with stakeholders
• Escalate in a timely manner and provide assistance to Service Manager in handling major incidents when and where required
• Manage the availability and provision of technical support in the event of system or infrastructure changes
• Adhere to Technology policies & standards and follow processes, guidelines & work instructions at all time
• Other operational BAU tasks assigned by line manager.

• Bachelor’s Degree in IT/Computer Science
• 2 or 3 years of relevant experience in IT/Desk Site Support
• Understanding of fundamental networking and internet technologies
• Familiar with cloud technologies
• Able to work independently with minimal supervision
• Excellent oral and written, communications in English
• Good technical aptitude including excellent troubleshooting skill and attention to detail
• Willing to learn new technologies and systems quickly and adapt to a very fast paced, fast-changing environment.