Senior Associate - IT Support & Administration

About the role

As a Senior Associate in IT Support & Administration, you will be the primary hands‑on specialist responsible for delivering reliable service‑desk operations and day‑to‑day IT administration. You act as the main escalation point for complex user issues, ensuring smooth resolution and maintaining productivity across the organisation.

Key responsibilities

• Run the service‑desk workflow: review, categorise, prioritise and track requests while meeting agreed service levels.
• Provide remote and on‑site Level 1 and Level 2 support for devices, accounts, office applications, collaboration tools, printing, telephony and connectivity.
• Escalate issues requiring specialist input, documenting impact, diagnostics and actions taken.
• Manage Joiner‑Mover‑Leaver (JML) processes, including device provisioning, account creation, access changes and off‑boarding.
• Maintain accurate asset records, licences, warranties and oversee secure disposal.
• Perform routine monitoring and first‑line maintenance of office networks, Wi‑Fi, internet services, telephony, endpoint security and backups.
• Coordinate procurement, obtain quotations, raise purchase requests and track vendor deliveries and service quality.

Required profile

• Minimum 3 years of experience in IT support or administration.
• Strong troubleshooting skills with the ability to diagnose and resolve hardware, software and network issues.
• Excellent communication and documentation abilities for user updates and knowledge‑base articles.

Required skills

• Service‑desk management
• Level 1 & Level 2 technical support
• Cloud services
• Telephony systems
• Endpoint security
• Backup solutions
• Network and Wi‑Fi monitoring
• Office applications and collaboration tools