Role Purpose

The IT Support Specialist is responsible for delivering high-quality first- and second-level technical support to ASD end users across all sites, ensuring minimal business disruption through timely resolution of hardware, software, network, and application issues. The role manages the IT service desk function, administers end-user computing and Microsoft 365 environments, and supports the SAP S/4HANA program during go‑live and Hypercare phases. The IT Support Specialist operates in alignment with the B‑ITSC ITSM framework, SLA commitments, and ASD’s IT governance policies.

Key Accountabilities

• Serve as the primary point of contact for all end-user IT incidents and service requests via phone, email, Teams, and walk-in channels.
• Log, categorise, prioritise, and resolve IT incidents and service requests within defined SLA windows (P1 < 4 hrs, P2 < 8 hrs, P3 < 24 hrs).
• Manage the IT service desk ticketing system, ensu...