Global IT End-User Support Specialist

The IT End-User Support Specialist is responsible for the day-to-day operational delivery of on-site IT End-User Services across all Lucy companies. The role will prioritize the delivery of End User Computing (EUC) services that deliver business value and enable users to exploit and benefit from the full range of services available to them (e.g., User hardware, Operating Systems, Applications, End-User Devices). The success and value of this role is driven (and measured) by the need to continually deliver a positive End-User Experience.

Key Accountabilities:

• Delivery of assigned IT End-User Support activities and priorities within agreed service levels (e.g. Incidents, Changes, Service Requests, Service Improvements, projects)
• Provide enhanced and expedited support to VIP and critical business users
• Work with other team members to continually improve all aspects of IT services that deliver value and enhance the end-user experience.
• Work closely with global business users and teams to exploit existing and new technology. Identify and exploit opportunities for automation and digitization of key processes and activities.
• Handover of new and replacement hardware, ensuring the end user has a good understanding how to use it and how to seek support.
• Keep up to date with the release cycle for key applications and ensure compatibility with the existing environment
• Troubleshoot hardware issues and perform upgrades based on performance monitoring
• Proactively seek out opportunities for continual improvement. Own and progress these opportunities ensuring maximum value is achieved.
• Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.
• Adhering to service management processes and standards. Ensuring excellent incident management to minimize business impact
• Build and maintain effective and trusted relationships with colleagues, to aid IT support and the delivery of high standards of service
• Create and update Knowledge Items and other relevant documentation

Qualifications:

Minimum Qualifications, Knowledge, and Experience

Essential:

• 2+ years’ experience in an IT End-User Service or Desktop Services role
• ITIL3/ITIL4 Certification, or 1+ years’ equivalent experience in an IT Service Management
• Excellent knowledge of Office 365 and MS Operating Systems
• Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange
• Breadth of IT Support knowledge and demonstrable experience in support of PCs, Mobile Phones, or other User Technologies
• Experience using ITSM tools such as ServiceNow
• Proven ability to troubleshoot and resolve both hardware and software technical issues
• An enthusiastic commitment to delivering and maintaining a positive End-User Experience.
• An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big
• Excellent customer relations skills
• Excellent communication skills, both written and verbal, together with polite telephone manner
• Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge
• Well organised and able to prioritise workload
• Collaborative and community focused
• Friendly and positive attitude

Desirable:

• Experience of Microsoft 365 Deployment and Operations
• An understanding of Microsoft Azure Cloud Eco Systems and Services
• BYOD/MDM Deployment and Support
• An understanding of Information Security and Cyber Security fundamentals

Does this sound interesting? We would love to hear from you. Our application process is quick and easy. Apply today!