Job Description
Succeed with a rewarding career
We at De La Rue define ourselves as a customer-focused organization that enables every citizen to participate securely in the global economy. De La Rue Lanka Currency and Security Print (Pvt) Ltd., established its formal presence over 30 years ago as a subsidiary of De La Rue PLC UK – the world’s largest commercial security printer – and has become one of the sought-after employers in Sri Lanka.
IT Business Partner
Role Purpose and Summary
The main purpose of this role is to provide exceptional support and maintenance to our end user clients. The role involves responding to client issues, and managing installation, diagnosis, repair, maintenance, and upgrading of PC software, operating systems, hardware, and equipment to ensure optimal performance. As part of the end user support team, you will engage in the client call process and ensure that any new IT requirements across all responsible sites are communicated to the group IT department. Additionally, you will be responsible for the implementation of the action plan related to IT standards, security, and compliance, including adherence to ISO 27001, ISO 9001, ISO 14298, etc. This role demands a proactive individual with strong technical skills and a commitment to maintain high standards of client support and operational efficiency.
Key Responsibilities
- Record, log, and track all incidents, problems, and requests from end users via telephone, e-mail, or in person or those that are automatically logged into the call management system in a timely and courteous manner.
- Perform diagnostics and record (in the call logging system, ITSM), track and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Prioritize, troubleshoot, and resolve incidents, problems, or requests to ensure delivery within service levels. Liaise with IT management to resolve problems (when required) as per the standard escalation process.
- Oversee the creation, development and dissemination of help sheets, usage guides, and FAQ lists for end users.
- Perform post-resolution follow-ups with end users who have logged calls.
- Perform Active Directory (AD) Account administration tasks.
- Administer telecommunications infrastructure and its associated software, including PBXs, call management systems, voicemail, interactive voice response and video conferencing systems.
- Configure corporate mobile devices.
- Support the IT leadership team, ensuring the IT systems being implemented underpin the overarching security requirements for De La Rue and individual needs of the divisions.
- Support and follow the governance and operational disciplines applicable across the group.
- Work cooperatively with employees and maintain continuous involvement to identify and highlight opportunities to increase productivity of the work by reducing non-value adding tasks, and support to automate operational tasks/functions where necessary.
- Work to support the whole business, and provide cost-effective, secure and manageable IT solutions with the aim of providing standard IT hardware and software solutions, from mobile phones through to network provision, desk phones, servers and more in line with current company standards.
- Be proactive and maintain active involvement or support requests to assist or drive forward new ways of working.
Qualifications, Skills and Experience
- Bachelor’s Degree in Information Technology, Computer Science, or related field.
- Strong knowledge of computer hardware, operating systems, productivity software (Microsoft Office), and software applications.
- Familiarity with networking concepts, protocols, and troubleshooting techniques.
- Excellent problem-solving skills and attention to detail.
- Effective communication and interpersonal abilities.
- Ability to work independently and collaboratively in a fast-paced environment.
- Experience with IT support software and tools like help desk ticketing systems, remote support tools, and monitoring solutions.
YOU ARE THE PERSON WE ARE LOOKING FOR . . .
Send your resume if you are keen to join, with names and contact details of two non-related referees, to reach us at [email protected] within ten days of this advertisement.
Attractive remuneration and benefits await the selected candidates.
The company will correspond only with the shortlisted candidates.
De La Rue Lanka Currency and Security Print (Pvt) Limited
EPZ Biyagama, Malwana, Sri Lanka.
