Job PurposeThe IT End User Support Engineer 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, Service Requests, Hardware refresh)• Troubleshoot any hardware issues that arise, working to quickly resolve these issues to minimize downtime.• Work closely with the Local IT team to assign new hardware to users based on their specific needs and requirements.• Responsible for updating and replacing outdated... computer hardware to ensure optimal performance and efficiency.• Preparing old or obsolete hardware for disposal, ensuring all data is securely removed and the hardware is disposed of in an environmentally friendly manner.• Responsible for enrolling new mobile devices and systems into the company s network.• Assist in the onboarding process for new users, setting up their hardware and software, and ensuring they have the necessary access and permissions.• Handover of new and replacement hardware, ensuring the end user has a good understanding how to use it and how to seek support.• Troubleshoot hardware issues and perform upgrades based on performance monitoring.• Adhering to service management processes and standards. Ensuring excellent incident management to minimize business impact.• Create and update Knowledge Items and other relevant documentation.• Maintains records and databases containing information regarding licenses, warranties, and service agreements for the organizations hardware and software. Minimizes organizational cost through product standardization and tracking. Tracks quality throughout the product lifetime.• Formulates and implements processes, procedures, and systems for tracking and analysing software, hardware, and equipment from requisition through retirement. Qualifications, Experience & SkillsKey Skills:• 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• Proven ability to troubleshoot and resolve both hardware and software technical issues.• An enthusiastic commitment to delivering and maintaining a positive End-User Experience.• 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 attitudeMinimum Qualifications, Knowledge, and Experience:• Degree in an IT related subject• 2+ years experience in an IT End-User Service or Desktop Services role• Experience of Microsoft 365 Deployment and Operations• An understanding of Microsoft Azure Cloud Eco Systems and Services• Operational experience of ServiceNow (ITSM - Incident Management; Change Management; Request Fulfilment).• Strong Verbal and written communications skills; Excellent problem-solving skills• BYOD/MDM Deployment and Support• An understanding of Information Security (InfoSec) and Cyber Security fundamentals
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