ICT Site Services Analyst

2 months ago

Durban, KwaZulu-Natal, South Africa Kerry Full time
About the Role

The ICT Site Services Analyst is a key position within the ICT Site Services function, reporting to the Regional & Global Infrastructure team. This role is based in Kerry Hillcrest, supporting the operation in the APMEA Region.

Key Responsibilities
  • Business Engagement
    • Hold regular review and planning meetings with the business or function to discuss progress with the IT portfolio and formulate action plans.
    • Participate in business management meetings and understand critical business needs; input these into the IT planning process.
    • Proactively identify opportunities, new ideas, and solutions that will bring value to the business. Identify and deliver on innovations and continuous improvement programs.
  • Project Management & Execution
    • Arrange resources and manage multiple small to large projects for functions in a divisional or cross-divisional environment. Validate task time and cost estimates as well as project assignments/plans.
    • Manage project plans and understand key bottlenecks/anticipate impact on future deliverables. Ensure project tasks are effectively rescheduled/reassigned based on overall impact available resources and skill sets by adhering to agreed project management practices.
    • Negotiate deliverables, milestones, and deadlines based on current assignments and technical resources available.
  • ICT Support
    • Provide level 2 ICT support to internal and external business customers.
    • Provide level 2 hardware and software support, either remotely or at a local level, for all Desktop, Laptop PCs, and printers.
    • Apply appropriate fixes or provide efficient escalation of problems/issues regarding all support incidents.
    • Provide 1st line LAN support at the current location, along with remote site locations.
    • Update all user queries through the incident tracking system with regard to call progression and completion in a timely manner based on service level agreements.
    • Document and submit new solutions into the ICT Service Desk or ICT Site Services knowledgebase.
    • Responsible for delivery and installation of new ICT hardware and software in line with current ICT global processes and procedures.
    • Ensure site documentation is accurate, timely, and relevant.
    • Responsible for ensuring the ICT standards and policies are maintained and implemented at all site levels.
    • Responsible for maintenance and support of all site's infrastructure.
    • Ensure all desktop and laptops PCs are patched to the highest available level and all have the latest anti-virus updates installed.
    • Able to travel and support out of hours/weekend/PH if needed.
    Requirements
    • Education
      • Minimum of Diploma in Computer/Information Technology, or related field.
      • 3-5 years' work experience in a comparable job role.
      • Any IT certification (PMP, Prince2, ITIL, CompTIA, MCSE, CCNA, etc) is recommendable but not mandatory.
    • Functional/Technical Skills
      • Familiarization with project management and delivery methodologies and systems.
      • Knowledge of Kerry systems, processes, and methodologies an advantage.
    • Additional Skills
      • Stakeholder engagement and management.
      • Excellent work ethic, organization, planning, and communication skills.
      • Ability to learn new concepts and technologies quickly.
      • Ability to manage multiple projects in parallel.
      • Strong critical thinking and problem-solving skills.
      • Excellent oral and written skills.
      • Strong facilitation skills.
      • Influencing and persuasion skills.
      • Must be equally comfortable working independently or as part of a team.
      • Self-starter and ability to grasp business processes and acumen.
      • Ability to professionally interact with people and cultivate strong partnerships.
      • Reliance and credibility.

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