End user Support including Hand/Eyes needs for IT Service for PC imaging, End user support, for Desktops, Laptops, Peripherals and Local Applications support. Provide Hand & Eyes support for Group IT as required.
In this role, the successful candidate will need to:
Provide Hand & Eyes support to Regional, Market and Global IT teams
Provide 1st and 2nd level support to end users
Monitoring and managing tickets assigned to Support group
Assist in planning, designing, testing, and deploying upgrades or new local hardware and local applications
Assist in the management of IT hardware, software, and equipment in the office
Administration of purchase orders and invoices for the local offices
Monitoring the finances and advising on savings and improvements
Ensuring the compliance of the office in the ISO, ISAE and regulatory requirements, and maintaining the required reporting
End user satisfaction of the IT service within the local office
Security oriented and vigilant of any risks, vulnerabilities, or threats. And Avoiding any nonconformities with any of our security standards
Ensuring and controlling the Confidentiality, Integrity, and Availability of local office Data
To assist the Workplace support Manager with budget related expenditure estimates, in the preparation, maintaining of office budgets and servicing costs.
To provide training, guidance, and coaching to users on IT matters and TMF applications and operational procedures.
Raise local risks and concerns around the IT service quality to immediate line manager to proactively address them.
Convenient communication and high-level visibility to the Workplace IT Manager to ensure alignment between local office and broader TMF roadmap
Assisting with global projects or local projects with the guidance and approval from Workplace IT Manager
Provide Hand & Eyes support to for locally owned infrastructure, servers, back-ups, ISP coordination, networking devices, user management, capacity planning
User administration in O365 and exchange emails based on available access rights
Candidate Profile
Understands TMF Groups’ business lines, regulatory requirements and how the organisation is structured.
Records their time accurately and within deadline in addition to approving time for others.
Understands and applies control and risk and governance frameworks consistently.
Will delegate work across the team as appropriate.
Will be expected to support less experienced staff
Will share knowledge to ensure targets are met.
Understands own motivation and impact of personal impact to optimise personal and team performance
Builds and maintains relationships at all levels across the Group.
Will be mindful of cultural differences across a diverse organisation.
Communicates (verbally and through written work) information in a clear and concise manner
Will manage stakeholders’ expectations with regards to delivery, escalating concerns as appropriate.
Puts colleagues/ clients at the centre of everything they do to ensure a positive experience.
Upholds the values of the organisation in all they do.
Acts with integrity
Trustworthy team member who considers those around them.
Situational understanding of needs of role and will find solutions/ more efficient ways of working within parameters.
Key Responsibilities
Deploy, update and upgrade operating systems, manage policies and profiles, Manage and protect IT assets, manage apps and data and Configure connectivity
Monitor and respond and effectively to requests and incidents assigned to workplace support group in ITSM ticketing tool within defined SLA.
Assisting end users with technical needs, related to the usage and utilization of the IT assets, and IT accessing supported applications.
Follow best practices to meet performance and security requirements. This is usually during new joiners’ induction, deployment of a change, or on a need-to basis.
Assisting in compiling and providing (or sharing) documentation to the end users for the basic use expected for TMF assets such as Printers, Projectors, Smart boards. To ensure the end users are confident enough after reading those concise instructions to operate the devices without assistance
Always Ensure there is proper documentations (may include photos and diagrams) of all IT assets and their configuration of the local office
Update the asset management register upon purchasing, decommissioning, assigning or unassigning, any IT asset, and IT asset information should always be up to date and accurate on file
Ensure the access to the applications is available and effective, and the applications are well documented and up to date. Ensure the data is documented in LeanIX and up to date.
Ensure active directory objects, OU’s, Groups are up-to-date. Ensure every AD object has proper description to each, following standard naming conventions
Provide proactive hand & eyes support for Operations and Engineering IT teams, in administration, management of local office servers, network and other global infrastructure components.
Ensure all servers are being backed up as per schedule and chosen plan, Patched and updated, and included in security and monitoring scans and monitoring.
Monitoring all physical or logical resources whenever possible to ensure no disruption to the service
Enriching the Azure Chatbot knowledge, by governing the accuracy and comprehensiveness of the chatbot pertaining the local office requirements and participate in a role in the continual improvement process of the chatbot service.
Raise purchase orders. Controlling the IT expenses and participate in IT budgets processes
Key Qualifications
Windows 10, Windows Server 2012 R2, 2016 and Hyper-V installation, administration and configuration
Work experience on ITIL 4 processes and certified
Vulnerability and Patch Management
WAN, LAN and WIFI access points management for local Offices
Dell Physical server, storage administration and DPM disk and Tape backup management
Work Experience on Citrix, VPN and other Infra services.
Work experience on user management in Microsoft O365
Make an impact
Our global presence in more than 80 countries allows you to impact how global and diverse clients do business as well as give back to the global communities we operate in
Be part of One TMF
At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.
A world of opportunity
Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.
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