Job Description

This is a hands-on (mainly office based) role where you will be working in conjunction with other team members inEnd User Support Services, IT Security and DevOps to provide an efficient and effective day to day support service to end users. You will be responsible for the ongoing development, implementation, support and management of the Group's "front of house" environment.



You will play a key role in developing the framework required to facilitate the successful attainment of these objectives. This role requires close consultation with the various business stakeholders to understand and cater for the existing issues and future aspirations of the business.



You will be responsible for the effective management of incidents, service requests and problems across the organisation; the provision of second- and third-line operational support relating to end user devices; and to ensure timely and efficient resolution of incidents, service requests and problems.



Black Sun as a Group are in the midst of undergoing a digital transformation in the End User technology space, with a focus on adopting Microsoft Cloud technologies and embedding AI into the heart of the business. As part of this wider initiative, we will look to you to provide support and lead on technical projects where necessary.

Key Responsibilities

Strong technical knowledge and leadership in supporting the IT team.



Act as 2nd/3rd line support, assisting team members and ensuring ticket response and resolution stays within SLA.



Lead and contribute to assigned Projects, ensuring on-time, on-budget delivery with clear stakeholder communication and thorough documentation.



End to end IT asset and lifecycle management to include procurement, stock and inventory management, request fulfilment, maintenance, storage and disposal.



Provisioning of a VIP service for Exec level users, and their PA's



Maintain and update mobile device management in Intune and Jamf for end user devices.



Carry out agreed operational procedures of a routine nature.



Manage the end to end IT support ticketing system and lifecycle, allocating work, ensuring timely completion of tickets, liaising with internal colleagues and the IT team.



Troubleshooting customer technical faults and driving fault resolution



Manage internal colleague expectations with regards to IT support service, resolving escalated issues to ensure colleague satisfaction.



Provide regular reports on KPI's, highlighting trends, risks and recommending opportunities for continuous improvement.



To provide a centre of excellence for I.T Service Desk knowledge and expertise and provide expert advice and guidance on the desktop environment to serve business needs.



To act as a point of responsibility for escalations from staff, being mindful of commercial impacts.



To assume a lead role in the analysis, diagnosis, escalation, execution and resolution of incidents and problems affecting the customer base.



Provide assistance in hardware set up, configuration and software installation and troubleshooting of IT desktops, peripheral and mobile devices, as required.



Contribute to technical documentation, knowledge articles, procedures & process definitions.



Proactively explore new ways of working through embedding automation and implementing AI.

Reporting Relationships

Reporting to: Head of Modern Workplace Technology



Work closely with: IT team

Your qualifications, experience & skills:

Minimum of 3 years' experience in a similar role within an IT business support experience.



Additional IT qualifications are highly desirable, such as ITIL Management Certification.



Experience of working to strict SLA's.



An understanding of ITIL fundamentals.



In-depth technical knowledge of desktop system software and hardware. (Mac & Windows 10) as well as mobile devices, telecommunications, peripherals, security, applications and system tools.



A background within team management, ITIL service management and implementation.



Competent in delivering management of IT Desktop Support Services, in a mixed Windows and OSX environment.



Experience with administering with Microsoft 365 tools (Entra,Intune,Exchange).



The following skills are not mandatory would give the candidate a distinct advantage.



PowerShell scripting, or other automation methods



Experience with CoPilot or any other Gen Ai Tools



Power Platform



Training or certification in any project management methodologies

Your personal qualities:

Strong verbal and interpersonal communication skills are necessary to build trust and respect both externally and internally.



High-quality service ethic and committed to customer service excellence.



Ambition to self-improve.



Ability to manage and motivate technical people.



Dynamic personality with desire to own problems through to resolution.



Ability to manage many urgent and often conflicting priorities.



Strong 'can do' attitude with an innate ability to take initiative and work by yourself as well as in a team.



Flexibility and team-focussed, non-hierarchical approach with a 'roll up your sleeves' attitude to getting the job done; and



A great sense of humour and fun!!

Interview process

Initial chat with talent acquisition manager

1st Interview (teams) with hiring manager

2nd interview (f2f) with hiring director and hiring manager (and CEO tbc)

Benefits

In addition to a competitive salary based on skills and experience, as an employee at Black Sun, you will have access to a range of great benefits and perks, including:



25 days holiday per year with 'bonus' days for long service

Bonus scheme


Personal development opportunities


Group life assurance

Group personal pension plan


Employee assistance programme

Hybrid working

About Us :

Black Sun Global


Black Sun Global is a stakeholder advisory and engagement agency that's been driving transformation and positive change for ambitious brands for more than 20 years. With deep expertise in disclosure and reporting, ESG, sustainability, and digital engagement, we reshape how organisations connect with customers, investors, employees, and the wider world.


We are trusted partners to some of the most influential global organisations, sparking innovation and sustainable performance through our strategic insights, partnerships, and proprietary technologies.



As founders of the Positive Change Group, we are on a mission to create a new kind of stakeholder relations partner. Our world-class specialists work closely with executive leadership teams to protect reputations, inspire trust, and promote responsible business practices - building resilience and long-term value in a rapidly changing world.



The Positive Change Group



In 2023, Black Sun Global' s founders launched the Positive Change Group, leveraging three decades of expertise in stakeholder communications. With a clear vision to create a transformative platform, the Group aims to help businesses protect and enhance reputation, inspire trust, and promote sustainable practices through stronger stakeholder relationships.



With headquarters in London and Singapore, we work closely with over 100 multinational businesses. The Group integrates the expertise of three industry-leading brands - Black Sun Global, People Made, and Stratton Craig - delivering a broad spectrum of stakeholder engagement services, including brand, culture, strategic communications, reporting, ESG advisory, and creative storytelling.



As businesses increasingly recognise that long-term success depends on the support and advocacy of their stakeholders, the Positive Change Group is transforming the way companies engage with their customers, employees, investors, and communities worldwide. By leveraging innovative approaches and deep expertise, we are helping businesses build positive relationships and create sustainable value for the people who matter most.



Come Join Us!



Joining Black Sun and The Positive Change Group means becoming part of an inclusive, dynamic community where your talents are nurtured, and your career can thrive. With competitive salaries, hybrid working, and continuous professional development, you'll not only grow but also have the opportunity to make a difference every day, shaping the future of communications - and having fun along the way.

We pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best work and be relevant in a rapidly changing world. We welcome applicants from all backgrounds to apply and would encourage you to let us know if there are steps we can take to ensure that your recruitment process enables you to present yourself in a way that makes you comfortable.

For more information, please visit:

www.blacksun-global.com

www.positivechangegroup.com

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