User Adoption (IT Desktop Support) Team Leader at Aurecon

Job description

Bring IT ideas to life, in a supportive & collaborative culture. If you are a team leader with energy, enthusiasm, and a passion for both people and technology adoption, then this is for you.

Recently voted one of the top 5 most innovative companies, Aurecon is a leading Global engineering consultancy Company. Supporting this innovation is a dedication to investing in the latest digital resources. As our User Adoption Team Leader for Coastal Africa, you will hold a key role in driving awareness and adoption of these resources across our highly skilled teams.

At Aurecon we are:

• A company with a culture to enjoy and an offering to be truly proud of
• Investing heavily in transformation to create a true modern-day workplace
• Focusing on the end-user experience in all that we do, to further support innovation
• Awesome
• Leading a team of four across a number of our offices, you will manage the delivery of excellent experiences to all Aurecon staff by ensuring a consistent, innovative and high-quality level of support is delivered to them. This will include office wide delivery of our walk-up “tech lounges” as well as introducing technology training programs. This opportunity will call on your excellent communication skills to easily engage with a wide variety of people, along with your strong leadership abilities to motivate and empower a professional and resourceful team, all based on the firm foundations of a strong IT support skillset.

Key Responsibilities

• Provide software support for applications including but not limited to Microsoft Windows 7 and 10, Microsoft Office 365 software & Application (OneDrive, OneNote, Skype for Business ,Word, PowerPoint, Excel, Outlook, Teams, SharePoint, Delve)
• Partner with teams across business streams to assist adoption of IT service
• Assist with adoption and communication programs that we deliver by driving compelling awareness and engagement to ensure that end-users understand the change, how it will benefit them and adopt the new capabilities
• Manage, lead, coach and develop IT support staff

Key Competencies

• Strong vision and commitment to business outcomes – the ability to identify opportunities and challenges then convert them into tangible solutions that drive an excellent end-user experience and business value
• Strong interpersonal and organizational skills
• Strong technical aptitude, ability to quickly learn new software and technologies
• Advanced troubleshooting skills
• Co-Creative, Engaging, Sense Maker, Unconventional Thinker and Resourceful

Key Requirements

• Knowledge of LAN/WAN environments and technologies
• Experience supporting Cisco VOIP phones, Video Conferencing endpoints
• Experience in using a ticketing system
• Supporting specialist technical engineering software (desirable but not mandatory)
• A thorough understanding of the challenges relating to Technology Adoption, support and analysis and experience remediating
• Excellent relationship management skills
• Confidence in taking ownership of cases and managing them to resolution effectively and proactively, in line with service level targets
• Enjoy continuous improvement - collating lessons learned and providing recommendations to Manger to assist in the development and refinement of service offering
• Experience working for a Multinational Company
• Ability to thrive in dynamic situations
• Ability to travel as required