Group Specialist EMENAC Infrastructure and EUC Support

Aspen Holdings

KEY PERFORMANCE AREAS:

Support & Operations

• Provide first and second-line support for collaboration services including Microsoft Teams, SharePoint Online, Outlook, OneDrive, and other M365 tools.
• Troubleshoot and resolve incidents and service requests related to collaboration platforms via the ITSM system (e.g., ServiceNow).
• Act as the escalation point for collaboration-related issues for the region from Service Desk and other IT support tiers.
• Coordinate with internal and external vendors to ensure the availability and stability of collaboration services.
• Provide support for Teams Telephony, including call routing, user setup, number assignment, and troubleshooting.
• Support meeting and conferencing technologies, ensuring seamless performance across platforms (e.g., Teams Rooms, Outlook Calendar integrations).
• Provide 1st & 2nd level support for all client business applications, including configuration of hardware, operating systems, software and network connectivity
• Maintain and monitor all network, security and computer systems to meet current and future requirements and Install operating system and application patches or updates
• Maintain IT equipment and software registers in order to maintain a log and have accurate tracking
• Provide user support, log and resolve issues within required turnaround times and ensure visibility of status reviews and reports
• Ensure system set up and management tasks are performed on the applications and hardware, while monitoring server availability
• Test all changes to networks, hardware, software, and hosted applications prior to live use
• Monitor systems and identify performance issues proactively and identify solutions to remedy
• Troubleshoot network connectivity problems, and liaise with respective network operators to ensure minimal disruption
• Support and maintain printer consumables, computer peripherals, and audio/video conferencing facilities to ensure smooth business operation
• Coordinate purchase of Infrastructure Hardware, Software, Peripherals, Consumables and Services based on specifications and as per defined approval
• Liaise with suppliers to ensure timely delivery of equipment and services as per agreed PO and within defined time limits
• Identify and execute proper patch management activities for laptops and servers in order to ensure continued performance of equipment
• Work in collaboration with the rest of the GDT team while also being involved with Aspen operations in other parts of the world
• Actively maintains IT helpdesk application with all information and ensure meeting helpdesk ticket SLAs as per SOPs
• Follows IT Quality and Validation SOPs and creates relevant documentation

Administration & Governance

• Administer and manage Microsoft 365 collaboration tools including Teams, SharePoint, OneDrive, and Exchange Online.
• Implement and maintain governance, compliance, and security policies for collaboration platforms (e.g., data retention, access control, external sharing policies) aligned with GDT platform owner approved standards.
• Manage user permissions, team and site provisioning, naming conventions, and lifecycle policies.
• Administer and manage Adobe platforms, including Adobe Sign and Adobe Creative Cloud products, ensuring license compliance and user support.
• Assist in license management and capacity planning for infrastructure and collaboration services.
• Ensure collaboration environments are aligned with IT and data protection standards.
• Ensure daily backups are performed as per agreed procedures

User Enablement & Adoption

• Assist in driving user adoption through training, awareness campaigns, and onboarding of new features.
• Develop and maintain user-facing documentation and knowledge articles (FAQs, guides, how-to videos).
• Conduct user training sessions and one-on-one support where needed.
• Collaborate with HR, Internal Comms, and Business Units to integrate collaboration tools into daily operations.
• Champion best practices in digital collaboration and productivity.
• Create user documentation and training guides in order to ensure adequate knowledge management
• Consult with users to provide appropriate ergonomic configuration

Continuous Improvement & Reporting

• Monitor platform usage, performance, and user satisfaction using built-in analytics and reporting tools.
• Identify opportunities for automation, integration, and workflow optimisation within collaboration platforms.
• Participate in the planning and rollout of new collaboration technologies and features.
• Stay up to date with Microsoft 365 roadmaps and assess potential business impact.
• Provide regular reports to management on service performance, adoption, and incidents.