Primary Purpose

The IT Support Officer will provide daily helpdesk-based technical support to all users, ensuring seamless operation of IT systems and devices across multiple platforms ( Windows, macOS, iOS, Android) for the Group users. The role focuses on proactive user support, troubleshooting and assisting with the adoption and effective use of cloud-based technologies, all within defined service level agreements and in liaison with the Group's IT service providers and vendors.

 Responsibilities: 

Helpdesk-Based User Support 

• Serve as the first point of contact for all IT-related queries and issues, ensuring responses and resolutions are within SLAs set by the Digital Transformation Executive.
• Provide hands-on support for desktops, laptops and mobile devices (Windows, macOS, iOS, Android).
• Troubleshoot and resolve issues related to Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), cloud services, and basic networking.
• Support users with device setup, software installation, and connectivity.
• Ensure users can print and assist with printer troubleshooting.
• Take full ownership of assigned support requests, ensuring they are resolved promptly and not left open. Unless an issue is formally escalated, it remains your responsibility to drive resolution and closed the request as soon as possible. 

Hardware & Software Awareness

• Maintain up-to-date knowledge of hardware and software requirements for each department.
• Assist with the setup and deployment of standard and specialized applications (e.g., Sage 200, Lightspeed / Clubmaster, AutoCAD, Adobe, and other business-critical software).
• Ensure all devices and applications meet company standards for security and performance.

Proactive IT Support 

• Monitor common user issues and identify trends to prevent recurring problems.
• Suggest improvements to user processes and IT practices.
• Assist in onboarding new users, ensuring they have the right access, equipment, and training. 

Device & Endpoint Management

• Support device enrolment and compliance via Microsoft Intune and other cloud management tools.
• Ensure devices are up to date, secure, and compliant with company policies. 

User Account & License Management 

• Create and manage user accounts in Microsoft 365, ensuring correct license assignment and access.
• Enforce Multi-Factor Authentication (MFA) for all users. 
• Support user lifecycle management (onboarding, offboarding, changes). 

Cloud & Systems Familiarity

• Maintain a working knowledge of all cloud-based and on-premises systems used across the Group, including but not limited to:
• Microsoft 365 (user-level support and license management).
• Printers and multifunctional devices.
• Departmental and business applications.
• Escalate advanced issues (e.g. permissions, group management, system configuration) to the Digital Transformation Executive. 

Documentation & Training

• Maintain accurate records of support activities, IT assets, and license assignments.
• Create and update user guides and FAQs.
• Deliver basic user training as needed in person and using the Mont Choisy Moodle LMS system. 

Project & Change Support

• Work alongside the Digital Transformation Executive to support the rollout of new systems and projects.
• Assist users during the adoption phase of new technologies, providing guidance and resolving initial challenges. 

Digital Transformation & Paperless Initiatives

• Support the rollout and user adoption of digital transformation initiatives (e.g., DocuSign, Dynamics 365, Moodle), including training, troubleshooting, and the feedback collection. 

Vendor and Partner Coordination

• Coordinate with external IT vendors and partners for escalated support, procurement, and project delivery, ensuring alignment with Mont Choisy standards as required by the Digital Transformation Executive.
• Proactively familiarize yourself with external vendors and key contacts, ensuring you are equipped to assist with support tasks related to systems such as CCTV, printers and access control. 

Group IT Policies

• Ensure all IT support activities comply with Mont Choisy Group IT policies, especially regarding data storage, security, and business continuity. Proactively educate users on these policies and enforce compliance.
• Any other assignments as may be delegated by the Management.