IT Support, Specialist

Key Responsibilities 

• Own and oversee end-to-end ITSM operations across Incident, Service Request, Problem, and Change Management. 

• Ensure SLA and OLA adherence, and act as the primary escalation point for critical and high-priority incidents. 

• Enforce ITSM governance and maintain SOPs in line with audit and compliance requirements (e.g. SOX, ISO 27001). 

• Provide and coordinate Level 2/3 technical support across Microsoft 365, endpoints, and core infrastructure. 

• Drive continuous service improvement and automation initiatives to reduce ticket volumes and resolution times. 

• Manage vendors and engage stakeholders to ensure timely, effective issue resolution and service delivery. 

• Track KPIs and produce regular service performance reporting and trend analysis for management review. 

• Maintain knowledge-base articles and drive shift-left / self-service adoption. 

Key Requirements 

• 5 years of experience in IT support / ITSM roles, including a senior or lead capacity. 

• Strong working knowledge of ITIL practices; ITIL Foundation certification (or higher) preferred. 

• Hands-on experience configuring and administering ITSM tools (e.g. ServiceNow, Jira Service Management). 

• Hands-on expertise with Microsoft 365 administration and end-user computing. 

• Solid understanding of core infrastructure — networking, servers, and Active Directory / Microsoft Entra ID (Azure AD). 

Leadership & Expectations 

• Act as escalation lead and incident commander for major incidents. 

• Mentor and develop junior engineers, sharing knowledge and best practices. 

• Ensure service consistency across regions. 

• Drive a culture of ownership and accountability in ticket handling and service quality. 

Key Competencies 

• Strong analytical and problem-solving skills under pressure. 

• Excellent communication and stakeholder-management abilities. 

• Customer-focused mindset with a commitment to service excellence. 

• Ability to prioritise and manage multiple competing demands.