IT Service Executive

Responsibilities

• Provide L1/L2 IT support for Windows endpoints, Microsoft 365, business applications, printers and operational systems.
• Manage Incident, Request, Problem and Change tickets in ServiceNow ITSM, including SLA monitoring, escalation and resolution.
• Support Active Directory/Entra ID, user provisioning, MFA, access management and endpoint configuration.
• Troubleshoot TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN, VLAN and IP-connected devices.
• Support Henderson’s 24/7 command-centre and security operations, including first-level troubleshooting of systems supporting CCTV, access control, intrusion alarms and monitoring platforms.
• Coordinate with Henderson Technologies, network/infrastructure teams and external vendors for security-system, IT and connectivity incidents.
• Assist with IT support for security operations, concierge, smart facility management and site-based teams across multiple locations.
• Perform endpoint patching, software deployment, antivirus/EDR checks and basic cybersecurity troubleshooting.
• Maintain ServiceNow CMDB/asset records, knowledge articles, SOPs and technical documentation.
• Support IT requirements associated with security, facilities and cleaning operations, including user devices, connectivity and business applications.
• Escalate critical incidents affecting command-centre availability, site operations or security monitoring according to defined procedures.

Requirements

• Diploma/Degree in IT, Computer Science, Information Systems or related discipline.
• At least 3 years’ experience in ServiceNow ITSM.
• Hands-on experience with ServiceNow ITSM - Incident, Request, Problem, Change, SLA and CMDB.
• Strong knowledge of Windows 10/11, Microsoft 365 and Active Directory/Entra ID.
• Good understanding of TCP/IP, DNS, DHCP, VLAN, LAN/Wi-Fi and VPN troubleshooting.
• Basic PowerShell/Command Prompt and Windows diagnostic skills.
• Knowledge of endpoint security, MFA, EDR/antivirus and access-control principles.
• Exposure to CCTV/IP surveillance, access-control, intrusion alarms, IoT devices or security-system integration is highly advantageous.
• Ability to support multi-site, operational and 24/7 environments with strong SLA discipline.
• Strong troubleshooting, documentation, vendor coordination and stakeholder-communication skills.
• ITIL Foundation, Microsoft or CompTIA certification is an advantage.