Responsibilities:

Liaison and Coordination with IT Service Provider:

• Act as the primary point of contact for IT-related issues that require escalation or involvement of the external IT service provider.
• Clearly communicate user needs and technical requirements to the IT service provider.
• Coordinate the scheduling and execution of on-site visits, maintenance windows, and project implementations with the IT service provider.
• Monitor the service provider's performance against agreed-upon SLAs and report any deviations.
• Participate in regular service review meetings with the IT service provider to discuss performance, identify areas for improvement, and plan for future needs.
• Assist in the onboarding and offboarding processes involving the IT service provider.

Internal IT Support & First-Level Troubleshooting:

• Provide first-line technical support to end-users for common hardware, software, network, and telecommunications issues.
• Diagnose and resolve basic technical problems, utilizing internal knowledge bases and resources.
• Log all support requests and resolutions accurately in the designated system.
• Escalate complex issues that cannot be resolved internally to the IT service provider, providing detailed information for efficient resolution.
• Follow up with end-users to ensure their issues have been resolved satisfactorily by the IT service provider.

IT Infrastructure & Asset Management (Oversight):

• Maintain an accurate inventory of IT assets, including hardware, software licenses, and related documentation.
• Work with the IT service provider to ensure proper maintenance, patching, and updates are performed on IT infrastructure.
• Assist in the procurement process for new IT equipment and software, coordinating with the IT service provider as needed.
• Monitor the overall health and performance of IT systems and report any potential issues or concerns to the IT Manager and the service provider.
• Ensure that IT equipment and infrastructure are organized and maintained appropriately.

Project Coordination & Implementation (with Service Provider):

• Assist in the planning and coordination of IT-related projects, working closely with the IT service provider on timelines, resource allocation, and deliverables.
• Participate in project meetings and provide internal perspectives and requirements.
• Facilitate communication between internal teams and the IT service provider during project implementation.
• Assist with user acceptance testing and post-implementation support.

Administrative & Communication Tasks:

• Maintain relevant IT documentation, including internal procedures and contact information for the IT service provider.
• Communicate IT-related updates, outages, and planned maintenance to end-users in a clear and timely manner (often in coordination with the service provider's communication).
• Assist with IT budgeting and invoice reconciliation related to the IT service provider's services.
• Schedule and coordinate internal IT-related meetings and training sessions.

Security & Compliance (Collaboration with Service Provider):

• Adhere to company IT security policies and procedures.
• Report any suspected security incidents or breaches to the IT Manager and the IT service provider.
• Collaborate with the IT service provider to ensure security measures are implemented and maintained effectively.
• Assist in user awareness training related to IT security best practices.

Vendor Management: Manage relationships with IT vendors and service providers. Negotiate contracts and ensure service levels are met.

Other Responsibilities:

• Stay up to date with relevant technology trends and best practices.
• Provide feedback on the performance and effectiveness of the IT service provider.
• Perform other duties as assigned by the IT Manager or supervisor.