The IT Helpdesk Administrator will be responsible for attending to all administration, basic IT support and maintenance within the Pedros organization.

Duties and Responsibilities:

1. Embody the 11 Pedros leadership principles
2. Helpdesk and CRM management
3. End-user support (Tech & Administrative support) – Operations
4. Project Collaboration
5. System Support
6. Billing & IT Administration
7. Asset tracking and management
8. Enforce and uphold IT policies and governance
9. Security awareness and educating end users
10. Adherence to SLAs / MSAs
11. Service delivery metrics - Supporting metrics of ticketing platform
12. User satisfaction (End-user health checks, organization satisfaction, etc.)
13. Reporting, tracking and documentation
14. Store support, maintenance, special colab projects and new store builds
15. User lifecycle and management (user onboarding and offloading of end users leaving the organization
    
16. Effective ability to follow processes
17. Maintenance and uptime of IT systems and infrastructure
18. Compliance with IT policies and procedures
19. Task completion and deliverance
20. Operational and technical upkeep an maintenance of the business

Requirements:

1. Relevant certifications, such as CompTIA A+ or Network+, diploma and/or degree in CS/IS – IT will be advantageous
2. Minimum of 1-3 years of experience i IT support or a related field
3. Knowledge of common IT systems and software used in the retail and QSR industry
4. Experience in user / systems first and second line support and operational efficiency