Role Purpose

The IT Support Specialist is responsible for delivering high-quality first- and second-level technical support to ASD end users across all sites, ensuring minimal business disruption through timely resolution of hardware, software, network, and application issues.

The role manages the IT service desk function, administers end-user computing and Microsoft 365 environments, and supports the SAP S/4HANA program during go-live and Hypercare phases. The IT Support Specialist operates in alignment with the B-ITSC ITSM framework, SLA commitments, and ASD’s IT governance policies.

Key Accountabilities:

Serve as the primary point of contact for all end-user IT incidents and service requests via phone, email, Teams, and walk-in channels.

Log, categorise, priorities, and resolve IT incidents and service requests within defined SLA windows (P1 < 4 hrs, P2 < 8 hrs, P3 < 24 hrs).

Manage the IT service desk ticketing system, ensure tickets are updated, escalated, and closed with user confirmation.

Escalate complex or unresolved issues to Level 3 (Microsoft Technology Lead, SAP support team, or specialist vendors) with full incident context.

Produce weekly incident reports for the IT Operation Lead covering ticket volumes, resolution rates, SLA compliance, and recurring issues.

Support Sales Buzz, SalesCode, Image Recognition, and SO99Install, configure, and maintain desktops, laptops, tablets, mobile phones, printers, and peripheral devices across all ASD sites.

Perform routine OS patching, software updates, and antivirus maintenance; ensure all devices are compliant with IT security standards.

Maintain IT asset inventory and device lifecycle records; coordinate hardware refresh program with the IT Operations Lead.

Support AV and conferencing equipment in meeting rooms and boardrooms; troubleshoot Microsoft Teams Rooms configurations.

Manage user accounts, mailboxes, distribution lists, and shared resources in Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).

Administer Azure Active Directory / Entra ID: user provisioning, group membership, MFA enrollment, and Conditional Access policy adherence.

Support onboarding and offboarding processes: create accounts, assign licenses, configure devices, and ensure timely access revocation.

Assist business users with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive; provide training as needed.

Coordinate with the Microsoft Technology Lead on M365 tenant changes, policy updates, and new feature rollouts.

Provide Level 1 SAP support during Hypercare (first two weeks post go-live); log and escalate SAP incidents per the Hypercare Command Centre protocol.

Maintain L1 SAP runbooks and troubleshooting guides for common user issues across FI/CO, MM, SD, PP, and HR modules.

Support SAP user access requests: coordinate role assignments with the SAP Security team and Business Process Owners.

Assist in organizing and coordinating SAP end-user training sessions; manage training room setup, access, and materials.

Document and escalate recurring SAP user issues to the SAP Program Manager; contribute to the BAU SAP knowledge base.

Create and maintain IT knowledge base articles, FAQs, and self-service guides to reduce repeat incidents and empower users.

Identify recurring incident patterns and propose permanent fixes or process improvements to the Microsoft Technology Lead.

Participate in IT change management reviews; assess end-user impact of planned changes and communicate proactively to affected users.

Support IT audit activities by providing evidence of ticket records, access logs, and compliance documentation.

Contribute to IT project activities as required, including end-user testing support, system rollouts, and site visits.

Qualifications

Bachelor’s degree or diploma in IT, or related field.
Comp
TIA A+Microsoft Certified: (MD-102)
Microsoft 365 Fundamentals (MS-900)
ITIL 4 Foundation
Comp
TIA Network+3–5 years of experience in IT support or helpdesk roles, preferably in a corporate or enterprise environment.
Proficiency in Windows 10/11, macOS, and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
Hands-on experience with Azure Active Directory / Entra ID user and group administration.
Working knowledge of Microsoft Intune for device management and compliance enforcement.
Familiarity with ticketing tools.
Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Strong customer service orientation; professional communication and patience under pressure.
Ability to manage multiple priorities and work independently with minimal supervision.FMCG or manufacturing sector experience is an advantage;
GCC work experience preferred.