Senior Associate, Information Technology Company Overview: About Palladium - Palladium is a global leader in the design, development and delivery of Positive Impact - the intentional creation of enduring social and economic value. We work with governments, businesses, and investors to solve the world's most pressing challenges. With a team of more than 3,000 employees operating in 90 plus countries and a global network of over 35,000 experts, we help improve economies, societies and, most importantly, people's lives. Diversity, Equity & Inclusion - We welcome applications from all sections of society and actively encourage diversity to drive innovation, creativity, success and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce; and that all job applicants and employees receive equal and fair treatment regardless of their background or personal characteristics. These include: (but are not limited to) socio-economic background, age, race, gender identity, religion, ethnicity, sexual orientation, disability, nationality, veteran, marital or Indigenous status. Should you require any adjustments or accommodations to be made due to a disability or you are a neurodivergent individual or any other circumstance, please email our team at accessibility@thepalladiumgroup.com Safeguarding - We define Safeguarding as "the preventative action taken by Palladium to protect our people, clients and the communities we work with from harm". We are committed to ensuring that all children and adults who come into contact with Palladium are treated with respect and are free from abuse. All successful candidates will be subject to an enhanced selection process including safeguarding-focused interviews and a rigorous due diligence process. Purpose of Position: The Senior Associate, Information Technology will be the initial point of support for technical requests, assistance, and advice to corporate and project staff on software, hardware and services used throughout the company. An excellent Senior IT Associate must have good technical knowledge, exceptional customer service skills, and be able to communicate effectively to understand the problem and explain its solution. The Senior Associate, IT plays a key role in assisting with team administration including asset management and administering IT bills and invoices. The Senior Associate, IT will be responsible for monitoring and execution of asset management processes and procedures to ensure a compliant and optimized IT hardware and software environment. They must be customer-oriented and patient to deal with challenges. Primary Duties and Responsibilities: The primary responsibilities of the Senior Associate, Information Technology are to: * Provide Level 1 and level 2 support ensuring a high level of customer service through telephone, email and face to face support of desktop PCs, notebooks, printers and telecommunication products; * Apply a continuous improvement approach to enhance IT asset management strategies, and to optimally track IT assets throughout their lifecycle. Ensures IT asset procurement process efficiencies, suggesting enhancement/automation improvements. * Perform remote troubleshooting through diagnostic techniques and pertinent questions. * Walk the customer through the problem-solving process. * Monitor and resolve support incidents as they are logged in the IT support systems. * Appropriately forward questions and/or problems to higher level tiers as identified. * Ensure all requests are responded to within agreed internal SLA's. * Assist in the enrolment of Corporate staff and project staff. * Assist with the deployment of PC and Laptop equipment using appropriate imaging and deployment tools. * Ensure system security and integrity, especially in relation to user access rights. * Perform and monitor regular housekeeping procedures including data backup. * Provide assistance with testing new equipment and systems. * Prepare reports on the operation of systems and services. * Perform daily and long-term operational and strategic management of the IT assets (hardware, software, licenses). * Plans, monitors, and records hardware assets and/or software licenses, ensuring vendor contract compliance. * Works with hardware vendors to resolve equipment failures/problems. * Assists the Manager, IT within the IT procurement and liaise with Accounting Payable team to process the IT invoices on a regularly basis. * Completes IT vendor payments by receiving, processing, verifying, and reconciling IT invoices. * Adhere to and promote IT&T procedures and policies. * Assist other members of the IT team as required. Reporting requirements: The role reports to the Manager, Information Technology and is part of the Business Management Services Team. Relationships: * This role will liaise with both corporate and project staff from across the company, including staff working in Palladium's international offices. Authority levels: * The role will be required to manage, analyse and make sound recommendations to the line manager. * This role will ensure compliance with Company policies, processes and procedures for information technology. Essential Knowledge, Skills and Experience: * Previous experience providing IT Support for Microsoft Windows Desktop Operating Systems, Windows Server Operating Systems, Azure, and Active Directory, and Office 365 is required. * Computer hardware and software troubleshooting knowledge and experience. * Proven experience in processing, verifying and reconciling IT invoices. * Must take directions well and be a motivated self-starter. * Ability to multitask, work under pressure, take initiative, and acquire and apply technical skills as necessary. * Demonstrated organizational skills strongly preferred. * Excellent interpersonal and communications skills. * Proven ability and experience in executing strategic asset management processes successfully. * Ability to work well in a team atmosphere. Key Competencies requirements: Adaptability * Given the rapidly changing landscape of our industry and organisation, the ability to pursue, adapt and lead change. In particular you need to demonstrate flexibility in response to the changing business environment that drives a dynamic, growing and high performing organisation. Critical Thinking * The ability to see the bigger picture and affect business drivers through decisions and actions that increases your own ability to contribute to the long-term profitability and growth of the company. People & Relationships * Achieving your business strategy by developing and using collaborative relationships and developing and valuing our people. Self-Development and Accountability * Driving high performance and ownership for learning and striving to develop your own knowledge and capabilities to support the organisation's success. Business Acumen * The ability to see how your accountabilities fit into Palladium group, the impact of your individual actions on the bottom line and how the effective management of resources will drive high performance and efficiency.#06022021