Job Description

Essential duties may include, but are not limited to, the following:

• Act as 2nd Line support for all EUC technical incidents through to resolution at deskside.

• Liaise with remote teams to drive incidents to resolution

• Create knowledgebase articles where repeated incidents are logged to assist Service Desk

Analysts to increase 1st time Fix

• Proactive in providing solutions to common incidents to reduce call volumes

• Resolve requests, incidents, problems and major incidents assigned to the EUC team within

service level agreements

• To log and follow up issues that have been raised with 3rd party support teams where

appropriate

• Support, manage, optimise and maintain the configuration and installation of Desktops,

Laptops and hardware replacements

• Comply with Desktop Good Working Best Practices & CANCOM defined Quality management

processes

• Travel to offsite locations which may necessitate own transport. Flexibility to support other

sites when required

Required Knowledge, Skills, and Abilities

Previous experience of onsite support in a customer facing capacity

• Knowledge and experience on windows operating systems

• Experience on EUC tools, remote support tools, Microsoft Office and Outlook

• Experience on peripheral devices support (printers, scanners etc)

• Awareness & understanding of Microsoft Active Directory (AD) & Group Policy

• Awareness of ITIL process of Incident, Change, Problem, Service Request and related activities

Experience (desirable):

• Certification in Microsoft Technologies

• Experience with Service management, ServiceNow

• Knowledgeable in AD

• Experience supporting Lenovo, HP and Mac devices and tablets

• Driving licence & access to a vehicle SAN technologies, Converged Infrastructure etc.)