What You'll Do:️ Provide timely technical support via phone, email, or in-person Troubleshoot hardware and software issues for end users Log and track incidents using ticketing systems Escalate unresolved problems to appropriate teams Assist with system setups, installations, and configurations Deliver excellent customer service at all times
What You'll Do:️ Provide timely technical support via phone, email, or in-person Troubleshoot hardware and software issues for end users Log and track incidents using ticketing systems Escalate unresolved problems to appropriate teams Assist with system setups, installations, and configurations Deliver excellent customer service at all times
Prepare and maintain project documentation such as project charters, project plans, meeting minutes, risk and issue logs, status reports, test plans, and lessons learned.
Act as primary liaison between business users, Group IT, vendors and implementation partners, working effectively across time zones with the UK-based Group team.
Lead, mentor, coach, and develop a multidisciplinary team comprising infrastructure engineers, system administrators, network engineers, database administrators, and IT technicians.
Risk, Audit and Contract Management - Ensure compliance of platform solutions with organisational policies and regulatory requirements. Partner with internal security teams and auditors to address audit queries and findings. Conduct periodic risk assessments and manage risk acceptance processes within stipulated timelines. Oversee vendor performance, manage contracts, and ensure deliverables meet agreed specifications, addressing issues promptly where required.
Establish clear boundaries between Regional standards and Country-specific requirements, including RACI, ownership, approval processes, and decision rights.
What You'll Do: ️ Provide first-level support for IT-related incidents and service requests Respond promptly to inquiries via phone, email, or ticketing system Troubleshoot hardware, software, and network issues Document all support activities accurately in the system Escalate complex problems to appropriate teams when necessary Ensure high levels of customer satisfaction with each interaction
You will provide a variety of comprehensive Project Management, Customer engagement, reporting and administrative services to ensure Customer requirements are met with the highest level of satisfaction.
Vendor & Carrier Coordination: Work with telecom providers, third-party managed services, and hardware vendors for circuit delivery and infrastructure procurement.
Support data exchange and system interface activities with external platforms such as SSG’s Training Partners Gateway, including testing, data checks, reconciliation, and issue follow-up.
Vendor & Carrier Coordination: Work with telecom providers, third-party managed services, and hardware vendors for circuit delivery and infrastructure procurement.