Working for a Managed Service Provider (MSP), this position is customer focused providing exceptional technical support and services to over 100 businesses both remotely and on-site.

Responsible for the Service Desk: phones, day to day incident management based on ITIL best practice, managing a team of 4 technical support analysts across 2 states and in New Zealand; providing support, assistance and ensuring high level support to all internal users as well as external customers.Service delivery: responsible for service desk coverage for phone and incident management, scheduling weekly rosters for support coverage and availability between 7am – 6pm rotating between the team, split between 3 shifts.Project management: manage IT related projects along with the IT Manager to meet committed milestones and deliverables to a quality standard. Managing overall coordination of specific IT project initiatives.

IT infrastructure: manage overall operations of the IT infrastructure and end user support and Monitor daily incidents through incident management, Numara Foot Prints. Categorise and attend to calls based on their priority to achieve the best possible customer service to our internal users.Compliance checks: perform weekly compliance on Active Directory, extracting reports using Quest Reporter and amending user and computer accounts that do not meet the company policies such as password expirations. Move/disable or delete accounts that have not communicated with our domain for a period of time ensuring that Active Directory remains organised. All reports are attached and archived for auditing.Security: compiled automated tasks on McAfee ePolicy Orchestrator (ePO) for daily reports of user machines that are infected with suspicious software, being proactive and taking the necessary action to avoid security threats on our system. Daily monitoring of the ePO dashboard to ensure that all computers are compliant and have the latest virus definitions (DAT version) and archiving reports for auditing. Deployment of Agents and Virus Scan Enterprise ensuring that all users are compliant.

Business technology planning process: assist in the IT and Information Management planning process to meet business needs and requirements. Assist the CIO in the translation of plans into specific initiatives and budgets to integrate into MCA’s overall planning process.Architecture: Ensure the integration of the IM /IT vision and strategies, through the development of information, data and technology architectures. Customer satisfaction: interact with internal and external clients to ensure continuous customer satisfaction, particularly with respect to technology and information management. Partnership: establish strategic relationships with service providers, suppliers and consultants underpinned by strong service levels agreements.Policies, Process and Procedures: drive development and implementation of policies, processes, and procedures that relate to information management, technology and systems. Ensure full and effective engagement of all those required to follow and support these policies, striving for continuous improvement in the way information and technology is managed within the organisation.