Primary Purpose
The EUC Consultant collaborates with teams, drives process improvements, and communicates effectively with stakeholders. They provide leadership in desktop support and serve as the expert for specific products, applications, or domains.
Responsibilities
- Mentor and support team members.
- Handle escalated service issues and complex problems.
- Conduct team meetings for updates and training.
- Participate in hiring and onboarding new team members.
- Evaluate performance and support professional development.
- Develop and maintain SOPs and documentation.
- Ensure alignment of support services with IT strategies.
- Monitor and report on Service Level Agreements, productivity, and customer satisfaction.
- Identify and implement process and technological improvements.
- Align processes across projects.
- Develop and execute service improvement plans.
- Perform change management and engage stakeholders.
- Negotiate and communicate effectively with stakeholders.
- Manage performance by identifying improvement opportunities and providing feedback.
Requirements (Good to have)
- ITE/Diploma with 5 years’ desktop support experience.
- 5 years' experience with Microsoft Windows 10 and Office 365.
- At least one certification: Microsoft 365 Modern Desktop Administrator, Azure Administrator, or Azure Security Engineer.
- IT helpdesk or call centre support experience is a plus.
- Strong knowledge of workstations and related components.
- Excellent verbal, written, and presentation skills.
- High customer service orientation.
- Strong analytical, problem-solving, and interpersonal skills.
- Ability to work independently, multitask, and perform under pressur
