The Snr EUC Engineer manages the IT support function. He provides management to a group of IT professional and support staff and focuses on setting goals and priorities. He/She plans and directs the information processing activities of the organisation and coordinates the effective design, implementation and operation of management information systems and applications. He oversees the maintenance and upgrading of support systems and conducts on-site training to promote efficient operations.
Implement IT Support Service Plans
• Lead the implementation of support services across the organisation
• Define best practices and Service Level Agreements for the support function
• Establish performance and reporting measures to provide an effective and efficient level of service
Manage IT support Activities
• Identify actions to maintain or improve levels of service
• Advise the business on IT support metrics and capabilities
Oversee System Maintenance
• Prioritise activities to ensure continuity of service and prompt issue resolution
• Oversee the compiling of data for reporting purposes
• Review trends and patterns
• Plan installation of hardware equipment, software and maintenance agreements
• Recommend acquisition of new technology and software
Provide Incident Resolution Guidance
• Analyse enquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved
• Respond to more complex, escalated enquiries from team members
• Evaluate results of investigation reviews
• Develop problem solving guidelines, checklists, or other materials to assist staff to respond to user problems that are recurring or routine
• Oversee disaster recovery planning and testing
Requirements:
• Have prior technical knowledge on End User Computing technologies, not limited to Desktop Endpoint Management, Win10 / 11 Security Patch Management, Asset Management, GPO policy management, Active Directory Administration, Win 7 / 10 / 11 migration (plus point), M365 administration (plus point), SCCM & Bitlocker (MBAM) administration (plus point), Software deployment management (plus point)
• Have vendor management experience or have experience managing subcontractors will be an advantage
• Required to be on standby with on-call availability with varied shifts including nights, weekends and holidays
