Desktop EUC L1

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and desk-side support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices throughout their lifecycle, including remote management using appropriate tools.
• Support, manage, optimise and maintain the configuration and installation of the Desktop, including patch updates and hardware replacements using vendor spares.
• Analyse Service Desk calls and incident data to identify and advise the customer on potential user training and automation.
• Ensure each desktop device is installed with the appropriate desktop image.
• Monitor security profiles and anti‑virus software on all Desktop Devices and take appropriate action for non‑compliance.
• Provide VIP support for desk‑side issues per contract and act as the point of contact at the site for all IT‑related issues when other IT support is unavailable (e.g., MI calls).

• Knowledge and experience with Windows 7 OS.
• Knowledge of AD, smart‑hands, and support with devices.
• Knowledge and experience supporting MAC devices and tablets.
• Experience with Service Management tools (e.g., Service Now).
• Expertise in EUC tools, remote support tools, MS Office and Outlook.
• Understanding of Lync, VPN, and mobile device support.
• Familiarity with ITIL processes:
  Incident, Change, Problem, Service Request and related activities including spare and buffer stock management.
• Associate degree (A.A.) or equivalent from a three‑year college or technical school with an emphasis in electronics required;
  Bachelor's Degree preferred.