Job Description
* Support technology advancement within the business via frequent interactions, hands on training and demos.
* Responsible for IS procurement of devices & peripherals for UK&I, ensuring global technology standards are adhered to.
* Support End User Services (EUS) at assigned site(s), providing escalation management for issues, ensuring these are dealt with according to DWX governance model, while manging customer expectations.
* Support User Experience of end user technology at the site(s), ensuring local requirements are articulated to global delivery teams, be involved in testing and rollout of services.
* Responsible for coordinating Major Incident Management activities for issues impacting EUS services at site(s) and local communications.
* Collaborate with various Managed Service Providers (MSP) to ensure SLA's are being achieved for services, escalating issues accordingly.
* Working closely with Operations/Run team to troubleshoot problems, assist in deployment activities and hands on technical support at site(s) where required.
* Responsible for interactions with the company's Information Security, Identity and Access Management, Records and Information Management teams to ensure solutions are scalable, secure, and optimized to protect the company's information.
Required Knowledge, Skills, and Abilities
* Technically versed with excellent customer service and troubleshooting skills.
* Ability and willingness to provide hands on technical support in a fast-paced environment.
* Hands on experience with Office 365, SharePoint Online and other Cloud Enterprise Solutions. Collaborative working with Enterprise Architecture group and implementation partners in defining solution specifications
* Strong time and task management skills to estimate and successfully meet project timelines with ability to bring consistency and quality assurance across various projects
* Excellent communication skills in explaining the collaboration features to end users and assisting end users with utilizing Collaboration tools features and functions
* Ability to learn new technologies, and be able to work and deliver high quality in a high pressure, fast paced environment
* Excellent documentation and writing skills to ensure compliance with policy
* Strong team player and able to work independently and provide recommendations on strategies for meeting client needs.
Reference no: 89437