Key Responsibilities:
- Maintain system availability, monitor systems, diagnose and resolve faults, and test and implement software configurations/releases.
- Manage day-to-day support, incident management, problem identification, prioritisation, and issue management across production, test, and development environments.
- Identify opportunities for preventive maintenance and automation improvements.
- Challenge manual support activities and propose more efficient solutions.
- Conduct post-incident reviews and root-cause analysis to identify improvement opportunities.
- Develop non-functional acceptance test procedures, test scripts, and conduct non-functional testing for new software deliveries and enhancements.
- Respond to queries from internal and external stakeholders.
- Previous experience in an application support role
- Interest in working with databases and learning SQL queries and commands.
- Understanding of applications and data security.
- Excellent problem-solving/analytical skills and knowledge of analytical tools.
- High level of interpersonal and communication skills, both written and verbal.
- High attention to detail.
- Proven experience in CMDB management, including asset migration and maintenance within ITSM platforms, preferably ServiceNow.
- Strong knowledge of ITSM processes and frameworks (e.g., ITIL).
- Excellent data management skills, with a keen eye for detail and accuracy.
- Proficiency in integrating and using discovery tools for real-time asset management.
- Strong analytical and problem-solving skills with the ability to interpret complex data and provide actionable insights.
- Effective communication skills, able to collaborate with technical and non-technical stakeholders.
- Experience in developing and delivering training and support for CMDB users.
- Experience with ITSM tool, including data integration and automation.
- Experience with Hire/Rental software
- ITIL v3/v4 Foundation or other relevant certifications.
- Experience with scripting and automation tools (e.g., PowerShell, Python).
- Knowledge of IT asset management (ITAM) and software asset management (SAM) principles.
- Relevant tertiary degree in Information Technology, Computer Science, or a related field.
- Provide company-wide technical support for hardware, software, and access issues.
- Assist users in troubleshooting and resolving IT-related problems, including computer configurations, software installations, and network connectivity.
- Manage hardware purchasing and setup for new employees.
- Oversee external IT support contractors and ensure network security and accessibility.
- Assist with IT upgrades, including hardware, servers, and networks.
- Support the introduction of Microsoft 365 collaboration across the company.
- Administer Microsoft 365 Tenant.
- Develop and conduct training sessions on new technology and software.
- Plan and execute IT projects, including implementing new technology solutions and infrastructure changes.