Role Summary:

We are looking for a proactive and skilled End User Services (EUS) Specialist to deliver high-quality, hands-on IT support to employees across the organization. This role involves managing the full lifecycle of end-user devices, handling incidents and service requests, driving continuous improvement, and collaborating with cross-functional IT teams to ensure technology runs smoothly and users remain productive. The ideal candidate will have a strong technical background, excellent customer service skills, and a passion for operational excellence.

Key Responsibilities:

End User Support & Hardware Lifecycle

Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals. Manage IMACD (Install, Move, Add, Change, Dispose) processes and hardware lifecycle including procurement, provisioning, upgrades, and secure disposal. Maintain accurate asset inventory and compliance with hardware and software standards. Provide high-touch support to VIP users and operate on-site Tech Bars for walk-in IT support.

Incident, Service & Problem Management

Respond to and resolve incidents, service requests, and access-related issues within SLA. Lead or support the resolution of critical (P1/P0) incidents and participate in root cause analysis and Problem Management processes. Collaborate with cross-functional teams on issue resolution, escalation, and documentation.

Software & Technology Integration

Install, configure, and troubleshoot software applications including Microsoft 365, endpoint security tools, remote access (VPN), collaboration tools, and OS. Coordinate remediation for vulnerable software or misconfigured devices. Support network, infrastructure, and telecom services in coordination with respective teams. Deliver audio/video and hybrid meeting room support including Zoom, Microsoft Teams, Cisco Webex, etc.

Automation & CSI (Continual Service Improvement)

Identify repetitive tasks and contribute to automation solutions to streamline support operations. Drive continuous improvement through service analysis, user feedback, and adoption of modern tools. Ensure proactive risk identification and mitigation as part of Operational Risk Management.

Service Management & Reporting

Maintain and update the Knowledgebase (KB) and standard operating procedures (SOPs). Analyze Customer Satisfaction (CSAT) feedback and lead action planning for service enhancement. Participate in Capacity Management, asset utilization tracking, and operational audits. Generate and present regular Service Reports on performance, issues, and trends.

User Lifecycle & Access Support

Handle onboarding/offboarding IT tasks including account provisioning and building access requests. Support compliance with identity management, security policies, and user provisioning guidelines.

Proactive User Engagement

Conduct regular floor walks to offer in-person support and gather feedback. Operate Tech Bar/Walk-in Centers to provide real-time support and improve user satisfaction. Promote IT awareness and digital adoption among end users. Qualifications & Skills: Bachelor’s degree in information technology, Computer Science, or related field. 3–5 years of experience in End User Computing, Desktop Support, or IT Helpdesk roles. Hands-on knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Intune/SCCM. Familiarity with ITSM tools like ServiceNow, Remedy, or similar platforms. Understanding of ITIL processes (Incident, Problem, Change, Knowledge, Capacity Management). Experience in A/V support, collaboration tools, endpoint security, and remote troubleshooting. Basic understanding of networking, infrastructure, and telecom concepts. Strong interpersonal and communication skills with a focus on user experience. Preferred Certifications: ITIL Foundation Microsoft Certified: Modern Desktop Administrator Associate CompTIA A+ / Network+ Any Automation/Scripting certifications (PowerShell, Python, etc.) is a plus Work Environment: [Onsite / Partial Travel – depending on business requirements] May include shift rotation or on-call support.