Primary Purpose
The EUC Consultant collaborates with teams, drives process improvements, and communicates effectively with stakeholders. Their expertise in desktop support and leadership skills contribute to the team's success in delivering high-quality service and identifying the opportunity to improve users’ experience.
You will also be the “go-to” person in the team for a specific product, application or domain.
Responsibilities
- Mentor a team, providing guidance, support, and mentorship.
- Serve as the primary point of contact for escalated service recovery issues and complex problem resolution.
- Develop and maintain SOPs and documentation.
- Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of support services with overall IT strategies and initiatives.
- ITIL Process
- Monitor and report on Service Level Agreement related to desktop support service levels, team productivity, and customer satisfaction.
- Conduct regular team meetings to communicate updates, provide training and knowledge sharing, and foster a positive team culture.
- Participate in hiring and onboarding activities, including conducting interviews, and training new team members.
- Evaluate team members' performance, provide feedback, and support their professional development through coaching and training opportunities.
- Stay up to date with industry trends, emerging technologies, and best practices in desktop support and service management.
- Identify and evaluate processes or technological options for improving operations and customer experience and conduct needs assessments.
- Align processes across all projects in the department.
- Centralized governance based on best practices to influence and drive change across all operational stakeholders within the department.
- Develop a delivery framework for end-to-end process improvements based on standard practices within contractual timeframes.
- Generate actionable insights through data allowing for service improvement and operational efficiency.
- Drive operational excellence to meet contractual service obligations and exceed customer expectations through implementing service improvement plans and training.
- Perform change management initiatives by engaging multiple stakeholders, understanding operational requirements, and achieve operational objectives.
- Plan and co lead in real time management to ensure optimal support to customers.
- Negotiation skills and clear articulation when dealing with internal and external stakeholders and timely execution of improvement initiatives.
- Administer performance management by diagnosing improvement opportunities, providing effective feedback and corrective action plan.
Requirements
- Min. ITE/Diploma graduate with 5 years’ experience in desktop support
- Min 5 years experience in Microsoft Windows 10 and Microsoft Office 365
- Clear Spoken & Written English.
- possess at least one (1) of the following certifications or their equivalent:
o Microsoft 365 Certified: Modern Desktop Administrator Associate
o Microsoft Certified: Azure Administrator Associate; and
o Microsoft Certified: Azure Security Engineer Associate.
- Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
- Demonstrate knowledge in the support of workstations, and related components
- Good verbal and written communication skills
- Good coordination skills
- Ability to prioritize effectively and work with a sense of urgency
- Effectively communicates with teammates and managers
- Excellent presentation and visual communication skills
- Able to write in explanatory and procedural styles for multiple audiences.
- High customer service orientation.
- Demonstrate strong oral and written communication skills in order to translate complex technical concepts to both technical and non-technical audiences.
