Job Summary:

We are seeking a skilled and proactive Group IT Helpdesk Administrator to play a key role in supporting the implementation of our global ITSM (IT Service Management) solution and managing the selected platform post-implementation. The role will report to the Group IT Infrastructure Manager. The successful candidate will work closely with the project team, external consultants, and stakeholders to ensure the successful rollout and ongoing administration of the platform, as well as provide support and guidance to our multinational team.

Key Responsibilities:

• Collaborate with the project team during the implementation of the global ITSM solution, including service catalogue, incident management, problem management, change management, knowledge management, and asset management systems.
• Support the pilot phase as well as the subsequent rollout to remaining countries.
• Administer and maintain the selected ITSM platform post-implementation.
• Coordinate with external vendors for support, procurement, and maintenance.
• Monitor and optimize platform performance, ensuring seamless integration with systems such as MS Entra ID, MS Exchange, and MS Teams.
• Train end users and provide Level 1 and 2 support for the ITSM system.
• Contribute to platform configurations, workflow customizations, and process improvements, ensuring alignment with ITIL best practices.
• Collaborate with internal and external stakeholders to resolve technical issues and provide ongoing technical support for the ITSM system.
• Document processes, create user manuals, develop reports, and maintain the knowledge base.

Key Requirements:

• University Degree in Computer Science or Information Systems.

• 3+ years of proven experience administering ITSM platforms such as SysAid, ManageEngine ServiceDesk Plus, ServiceNow or similar solutions.
• Very good knowledge of ITSM processes, including incident management, change management, problem management, and asset management.
• Strong knowledge in MS Office applications.
• Experience with operating systems (Windows, Mac, Linux).
• Thorough understanding of platform integrations with MS Entra ID, MS Exchange, and MS Teams.
• Strong communication skills, with the ability to articulate technical concepts to non-technical stakeholders.
• Excellent oral and written English skills.
• ITIL Foundation certification is preferred.
• Strong problem-solving skills and the ability to work independently and within a team.
• Experience in training and supporting end users is a plus.

What We Offer:

• Opportunity to be part of a global IT transformation project.
• A collaborative and dynamic work environment.
• Competitive salary and benefits package.
• Professional development opportunities and ITSM-related training.

If you are excited about building a global ITSM solution and thrive in a dynamic and multinational environment, we encourage you to apply!