Key Responsibilities

• IT Support        

– Troubleshooting: First-line support for internal users. Take the lead in diagnosing and resolving internal IT issues, including hardware, software, and network-related problems. Apply troubleshooting methods, utilising available resources to identify root causes and implement effective solutions independently.

– Escalation: When necessary, escalate externally to our Managed Service Provider (MSP). Collaborate closely with the MSP, providing detailed context and monitoring progress to ensure swift and effective resolution. Follow up to ensure all issues are fully resolved.

– User and IT Asset Lifecycle Management: Oversee user and IT asset lifecycle, from onboarding and access management to offboarding, ensuring proper allocation, tracking, and decommissioning of IT assets.

• Third-Party Coordination

– Request Management: Actively manage requests and communicate internally recommendations from our MSP’s monitoring systems, prioritising and actioning identified issues to maintain system performance, security and uptime.

– Updates & Configurations: Collaborate with our MSP to implement necessary updates, patches, or configurations based on monitoring reports, ensuring continuous improvement and stability of the IT infrastructure.

• ERP Support

– Serve as the primary point of contact for all internal Enterprise Resource Planning (ERP) issues. Act as the go to person for addressing queries, troubleshooting, and coordinating resolution efforts before escalating internally and to the external vendor when needed.

• Report Writing & Data Analysis.

– Reporting & Data Insights: Develop and maintain both new and existing reports, utilising a variety of tools and techniques to ensure data is accurately represented, analysed, and easily accessible for stakeholders.

– Excel Reports: Design and manage data queries to pull real-time data from the SQL database, integrating into Excel spreadsheets for detailed analysis and reporting. Modify and enhance automated reports and dashboards for streamlined updates, ensuring easy distribution and accessibility across teams.

– Power BI Reporting: Contribute to the creation and modification of interactive reports and dashboards using Power BI. Connect and integrate multiple data sources, design intuitive reports, and refine existing reports to improve clarity and performance. Continuously optimise reports to meet stakeholder needs and adapt to the fast-paced demands of the business.

• Microsoft Teams & SharePoint Management

– Primary Lead & Integration: Serve as the lead for the implementation, configuration, and ongoing management of Microsoft Teams and SharePoint within the organisation. Work closely with internal teams to identify and integrate solutions that enhance collaboration, document management, and overall team productivity.

– Configuration & Setup: Configure collaboration spaces between internal teams and, where applicable, third parties, following best practices and ensuring compliance with the Information Security Management System (ISMS) requirements.

– User Training & Support: Provide training to end-users on best practices for utilising Microsoft Teams and SharePoint to maximise efficiency and productivity. Assist with troubleshooting user issues and ensuring effective usage of the platforms.

– Governance & Compliance: Develop and enforce governance policies and procedures to ensure that both Microsoft Teams and SharePoint consistently adhere to the Alcon’s ISMS standards and align with industry security best practices.

Key Skills & Qualifications Required

Technical Knowledge: Basic understanding of IT systems, networks, and user support.

IT Security: Basic understanding of IT security practices and user access management.

Problem-Solving: Ability to diagnose and troubleshoot issues effectively.

Reporting Skills: Familiarity with Excel Power Query for data extraction and Power BI for report generation.

Communication Skills: Strong communication skills to liaise between internal teams and external MSP’s.

Attention to Detail: Ensuring accuracy in reports, data handling, and support ticket management.

Time Management: Ability to prioritise tasks effectively and work under pressure to meet deadlines.

Who should Apply?

This role is ideal for someone who is:

• Interested in gaining hands-on exposure to IT systems and external vendor coordination
• Comfortable working in a support environment, learning new tools, and dealing with data and reporting.