Evergreen Finance

IT Support

• Lead and manage the organisation's internal IT support function
• Resolve hardware, software, and application issues, including complex escalations
• Serve as the primary point of contact and subject matter expert for Google Workspace
• Implement, manage, and monitor an internal IT ticketing system
• Analyse support trends and continuously improve service delivery
• Directly manage, mentor, and develop the IT Service Desk and Support Manager
• Formalise Joiners, Movers, and Leavers workflows and enforce RBAC, MFA, and immediate offboarding/revocation
• Oversee MDM solutions, disk encryption, OS patch management, and remote wipe capabilities
• Establish and test IT incident response plans, data backups, and SaaS service availability
• Maintain IT asset registers, access logs, and security controls for audit and regulatory readiness
• Advocate for information security within the IT support function
• Manage hardware and software assets throughout their lifecycle
• Audit user seats, eliminate shadow IT, and manage software licenses
• Manage external application providers, vendor relationships, escalations, and SLAs
• Provide technical support for business-wide software and application integration projects
• Identify and implement AI and emerging technologies to streamline processes and improve efficiency

IT Manager

Customer Support

• Process inbound calls from customers and transfers from customer support professionally and accurately
• Process outbound calls to customers regarding income and expenditure details, due and overdue accounts, payments, and arrangements within affordable guidelines
• Record all customer contact notes accurately on the system
• Achieve affordable payment plans and help customers get back on track
• Reduce default and delinquency for assigned accounts
• Establish and maintain effective working relationships with customers and colleagues
• Ensure customer outcomes comply with regulations and benefit the customer and business
• Meet department Quality Assurance metrics, KPIs, and SLAs
• Work effectively independently and as part of a team
• Maintain and develop department performance and conduct standards
• Support other departments to ensure a positive customer journey
• Provide regular feedback to Line Managers

IT Manager

VC Support Agent