IT Administrator/junior Support Analyst

The IT Administrator/Junior Support Analyst will be responsible for attending to all things, administration, basic IT support and maintenance within the Pedros organization.

**DUTIES AND RESPONSIBILITIES**:

- Embody the 11 Pedros leadership principles: To conduct oneself in an honourable, professional, and kind manner when reporting to work duties, make it a priority to familiarize oneself with the leadership principles, and align.
- End-user support (Tech & Administrative support) - Operations: Act as a first line of support for IT related queries and issues. Involves systematically recording and tracking all support requests or issues reported by users within the IT support system. It includes creating detailed records for each ticket, assigning unique identifiers (ref number), categorizing issues, prioritizing based on urgency, maintaining a communication log (internal comments), documenting resolution details, and lastly closing of tickets.
- Project Collaboration: Collaborate with the IT department members to plan and execute new IT projects, particularly those related to store support. Focus on seamless integration, mínimal downtime, and alignment with business objectives.
- System Support: Provide Basic level first and/or second line support to end-users, offices, and stores; for hardware, software, complex issues when they arise, perform system upgrades/updates, installations, patching and config.
- Billing & IT Administration: Carry out and manage all things associated with IT infrastructure, ensuring smooth operations. Carry out and enforce IT policies and Governance implemented by management, creation and management of Requisitions, Purchase Orders, Approvals, etc.
- Asset tracking and management: Maintain and update comprehensive and up-to-date asset registers, inventory reports and/or bringing in of any hardware items (this includes Microsoft licensing).
- Enforce and uphold IT policies and governance: By enforcing and upholding IT policies and governance, work towards the organization's goal, which is to create a secure, efficient, and compliant IT environment that supports the overall objectives of the business.
- Security awareness and educating end users: Adopt and monitor a Security Education and Awareness attitude to ensure that end users possess a robust understanding of security protocols and practices, fostering a secure organizational environment through continuous education relaying.
- Adherence to SLAs / MSAs: familiarize yourself with all internal and vendor SLA’s, adhere and operate accordingly.
- Service delivery metrics - Supporting metrics of ticketing platform: Efficiently utilizes the ticketing platform for timely resolution, achieving a high first-time resolution rate. Accurately assigns tickets, optimizes automation features, and ensures adherence to SLAs. Maintains high-quality documentation, showcasing proficiency and contributing to overall user satisfaction. Proactively manages issues, demonstrating a commitment to continuous improvement in service delivery. Leverages platform training to enhance proficiency, effectively impacting the technician's role in optimizing the IT support process.
- User satisfaction (End-user health checks, organization satisfaction, etc.): Regularly assesses organization satisfaction through user feedback and engagement metrics. Strives for a high satisfaction rate by addressing user concerns promptly and effectively. Utilizes proactive measures to enhance user experience and overall satisfaction levels. Demonstrates a commitment to continuous improvement in user satisfaction, contributing to positive organizational feedback.
- Reporting, tracking and documentation: Accurately reports and document all technical activities, ensuring comprehensive records. Demonstrates proficiency in utilizing tracking tools for efficient task management and resolution. Adheres to documentation standards, providing clear and detailed records of troubleshooting processes. Contributes to streamlined operations by consistently meeting reporting deadlines. Exhibits a commitment to organizational transparency and accountability through meticulous reporting and documentation practices.
- Store support, maintenance, special colab projects and new store builds: Provides efficient support and maintenance for store IT systems, showcasing adaptability and project management skills. Demonstrates expertise in new store builds, contributing to smooth IT infrastructure setup. Strives for mínimal downtime in store operations through proactive support initiatives. Enhances overall store IT functionality, aligning with organizational goals and customer satisfaction. Successfully collaborates on store projects.
- User lifecycle and management (user onboarding and offloading of end users leaving the organization): Efficiently handles user onboarding, ensuring seamless integration into IT systems. Manages offboarding processes for departing users, safeguarding data, and acces