Associate, IT SupportAbout Palladium:Palladium is a global company working to design, develop anddeliver positive impact on the lives and livelihoods of people around theglobe; broaden access to health, water, power, and infrastructure; buildenduring, sustainable, and transformative institutions and market systems toaddress global challenges; and conserve the natural world.
We operate in over90 countries and have a workforce of 4, talented, motivated, and diversestaff of all religions, races, languages, and gender identities.
This Opportunity:In the role of Associate, IT Support (internal title of "Associate, ICT), you will ensure that end users of theorganisation receive effective and timely ICT support in accordance with establishedSLAs.
Similarly, you will perform varying day-to-day operational activities ina timely manner and to a high standard, and support technologicalinfrastructure and networks as required.
Your participation in ICT projects andinitiatives will be required from time to time.To besuccessful in this role you will have the experience to handle a wide range ofIT support duties and related tasks; excellent customer-service skills; be ableto work collaboratively with different teams and stakeholders; and be wellorganised, flexible, and enjoy the challenges of supporting our employees.Location:The position is based in Palladium's London office.
You and Your Career:If you are a problem-solver, collaborator, and doer, and you haveexpertise in supporting users and organizations in their ICT needs, weare interested in hearing from you.
We are a learning organization and provide growth opportunitiesfrom the start.
We pride ourselves on giving you the freedom, resources,and guidance to chart a fulfilling career!Reporting Lines:The role will report to the Systems Architect, GlobalICT.
Reporting requirements may include but are not limited to:Attendance at team meetings, other requested meetings and regional meetings (.
townhalls).Regular (minimum of monthly) one to one meetings with your line manager on the status of personal Key Result Areas (KRAs), career development discussions and any other matters.Palladium encourages flexible work practices to enhance wellbeing, productivity and team culture.
For this role, we require that employees maintain an in-office presence for at least 50% of their working week.
For example, if an employee works five days a week, they must spend at least three days physically in the office.
Actual days for in-office work will be agreed on with the line manager.PrimaryRoles and Responsibilities: Commit to the delivery of company, team and personal objectives (Key Performance Indicators (KPIs) ensuring that personal KRAs are delivered with excellence and timeliness.Provide Levels 1 & 2 ICT support - including but not limited to computers, printers, scanners, conferencing equipment and core systems, with relevant escalations when required;Proactively participate in the effective use and promotion of the ICT ticketing system in accordance with SLAs via effectively recording, analysing, prioritising, tracking and actioning support cases;Adhere to and promote ICT related policies, processes and guidelines;Assist in the enrolment of users onto Palladium enterprise systems;Participate in controlling systems' access and security;Provide training to staff on applications, equipment and ICT related processes, including ICT inductions for new staff;Install, configure, reconfigure, maintain and troubleshoot computers and other ICT related equipment and software in accordance with the Palladium operating procedures;Deploy ICT infrastructure, networks and communication equipment;Procurement and sourcing of assets in accordance with Palladium approved hardware specifications and as authorised through appropriate channels and maintain the asset register;Coordinate the repair and replacement of ICT equipment according to pre-established maintenance or warranty contracts;Ensure continual compliance with the security, privacy and data protection, capacity management and disaster recovery procedures as set forth by Palladium;Support Palladium ICT projects and initiatives as requested;Support administrative activities such as completion of paperwork for payment of ICT related invoices.EssentialCriteria:Relevant experience in ICT.Relevant technical experience, including experience in:Microsoft Windows Desktop Operating SystemsMicrosoft OfficeMicrosoft Office Microsoft Active Directory and Azure Entra IDProficient in operating system imaging and application deployment toolsExperience in computer hardwareUnderstanding of different Network technologies including DHCP, DNS, Subnetting, Routing, etc.Excellent customer service and stakeholder management skillsAbility to multitask, work under pressure, use initiative, and acquire and apply technical skills as necessaryAbility to quickly resolve complex problems and devise effective solutionsExcellent written, presentation and verbal communication skillsAbility to work independently and with minimal supervisionDemonstrated dedication to equity, diversity and inclusion, particularly in a multi-cultural environment.Equity,Diversity & Inclusion - Palladium is committed to embedding equity, diversity, andinclusion into everything we do.
We welcome applications from all sections ofsociety and actively encourage diversity to drive innovation, creativity,success and good practice.
We positively welcome and seek to ensure we achievediversity in our workforce; and that all job applicants and employees receiveequal and fair treatment regardless of their background or personalcharacteristics.
These include: (but are not limited to) socio-economicbackground, age, race, gender identity and expression, religion, ethnicity,sexual orientation, disability, nationality, veteran, marital or Indigenousstatus.
Shouldyou require any adjustments or accommodations to be made during the recruitmentprocess (due to disability, neurodiversity, or for any other circumstance),please email our team at and we willbe in touch to discuss.
Safeguarding - We defineSafeguarding as "the preventative action taken by Palladium to protect ourpeople, clients and the communities we work with from harm".
We are committedto ensuring that all children and adults who come into contact with Palladiumare treated with respect and are free from abuse.
All successful candidates will be subject toan enhanced selection process including safeguarding-focused interviews and arigorous due diligence process.