Reporting to the Service Delivery Support Specialist will manage and triage 1st and 2nd level incidents and requests as they occur, driving the resolution of problems over the longer term. 

The Service Delivery Support Officer plays an active role in advancing Amana Living’s mission and supporting the organisation’s values. 

Key responsibilities: 

• Manage and support key operational services 

• Monitor, track, and provide timely resolutions to incidents /questions with a varying degree of complexity 

• Manage individual and Teamwork queues 

• Timely escalation of unresolved problems to escalation support  

• Provide and maintain a consistent contact point for matters related to your assigned services, providing information and assistance internally and externally via Manage Engine 

• Service the transition of new staff as they are on-boarded or additional services are added or removed 

• Ensure transfer of knowledge to other staff to ensure systems are understood 

• Track and co-ordinate IT related issues and open ticket logs via Manage Engine as we work towards their resolution 

• Assist the Systems & Infrastructure Team where necessary to maintain a stable computing environment 

• Assist in overseeing and facilitating the deployment of products aligned to the area of remit 

• Work with partners and SMEs to ensure required input is injected into deployments 

• Assist in maintaining and managing Amana Living Asset register for the Service delivery team. 

• Handle communication of outages and changes to staff and third parties 

About you 

• 2 years of previous experience in a similar IT support role 

• Experience in managing Microsoft Windows server environments including Active Directory 

• Excellent knowledge and experience in supporting Windows desktop environments including Microsoft Office 365, Microsoft Autopilot, and Microsoft Intune 

• ITIL Qualified (v3 Foundations or Higher) or experience working with ITIL processes 

• IT Degree (Computer Science) or related discipline or working towards 

• Experience with Citrix and/or Terminal Services 

Essential Criteria: 

•  Current Flu vaccinations 

• Ability to obtain a National Police Clearance (within 6-months validity) 

• Successful completion of pre-employment form and reference checks