SCOPE OF DUTIES:

• Perform Active Directory (AD) administration for: AD users, AD groups,
Distribution lists, Group memberships
• Provide Active Directory related support for new starters, transfers with
regards to AD group membership, home drives, distribution lists and file shares
• Ensure user account provisioning and de-provisioning requests are
accurately logged and implemented in a timely manner, in line with agreed SLAs
• Complete File share access requests such as: create/add/change/delete
shares;
• Work with HR and IT teams to troubleshoot account issues as needed
• Maintain and update non-employee database (i.e., myHR Contingent
worker data) information as per manager request (i.e., manager info, end dates,
agency names, locations; financial account info, etc.)
• Grant mailbox accesses (i.e. leaver’s mailboxes, access needed for audit
purposes)
• Archive mailbox PST’s for leavers
• Perform account administration (i.e., account creations and password
resets) for key Company Critical Financial Applications
• Perform RSA Any Connect administration such as: account setup,
disabling users; running reports; monthly replacements for expiring RSA tokens
(hard and soft); deleting expired tokens
• Fulfil Audit requests submitted by internal and external audit teams
• Participate in annual recertification exercises
• Provide timely communication to the business during the life cycle of a
service request. Support end to end ticket resolution according to the agreed SLAs
• Escalate any issues to the Account Admin Team Leader and ensure
escalated issues are tracked efficiently and effectively
• Develop and maintain productive working relationships with all interfacing
teams, including Service Desk, Second Line, Colleague Care, HR and Application
Support

REQUIREMENTS:

• Proven experience in a Help Desk/Service Desk or Customer Service role
• Outstanding customer service skills and a “customer first” mentality are a must
• Basic understanding of IT principles and most commonly supported systems
• Basic technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies
• Fluency in English is a must (B2/C1)
• Excellent verbal and written communication skills and telephone manner
• Ability to build strong relationships with key stakeholders across the organization
• Ability to think logically to analyze, troubleshoot and resolve complex issues
• Must be professional, courteous and enjoy working with people; critical thinking, creativity, and independent judgment are expected.
• Strong interpersonal skills and the ability to work within a team
• Ability to work in a fast paced, high pressure work environment
• Strong ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must
Bachelor's degree or relevant experience a plus
• ITIL Foundations Certification a plus