Role Purpose:
The End User Services Officer is responsible for providing exceptional technical support and solutions to end users across the organization. This group-wide role covers onsite, remote, and visiting offices without permanent IT staff. The position includes resolving IT issues, managing hardware and software setups, supporting IT infrastructure (hosting, networking, and cyber teams), and ensuring a seamless end-user experience. The role requires strong technical expertise, customer service skills, and the ability to work in diverse environments.
Accountabilities:
Technical Support and Troubleshooting:
- Provide 1st and 2nd level technical support for end-user IT issues related to hardware, software, and peripherals.
- Support users across the organization, including those in remote and onsite locations or offices without dedicated IT staff.
- Diagnose and resolve incidents related to operating systems, Microsoft Office applications, email, VPN, and other enterprise tools.
- Configure, deploy, and maintain desktops, laptops, mobile devices, and printers.
- Manage hardware and software for visiting offices, ensuring smooth operation without permanent IT personnel.
Support for Infrastructure Teams:
- Provide onsite assistance for hosting, networking, and cybersecurity teams when required.
- Troubleshoot and resolve issues with network connectivity, switches, routers, and firewalls.
- Assist in setting up and maintaining local IT infrastructure, including hosting equipment and cyber systems.
- Act as a liaison between end users and infrastructure teams for escalated issues.
Service Management and Delivery:
- Respond to and resolve service requests within defined SLAs and ITIL best practices.
- Maintain accurate documentation of incidents, requests, and resolutions in the IT service management system.
- Escalate complex issues to senior IT teams or external vendors when necessary.
- Collaborate with other IT teams to implement updates, changes, and improvements.
End-User Training and Engagement:
- Educate users on IT policies, procedures, and security best practices.
- Deliver training sessions and create user guides for common IT issues and self-service tools.
- Proactively gather feedback to identify areas for improvement in IT services.
Continuous Improvement:
- Assist in the implementation of tools and automation to enhance IT support efficiency.
- Contribute to the maintenance and improvement of the knowledge base for IT systems and services.
- Monitor recurring issues, perform root cause analysis, and recommend solutions to prevent reoccurrence.
Asset and Inventory Management:
- Manage and track end-user hardware and software inventories across offices, ensuring compliance and accuracy.
- Support the procurement, deployment, and decommissioning of IT assets across the organization.
General Duties:
- Support IT projects and initiatives, such as hardware refreshes, software rollouts, and office relocations.
- Perform other duties as assigned by the line manager, ensuring compliance with organizational policies.
Health & Safety
- Adhere to the company’s HSE policy and work collaboratively to achieve the set objectives.
- Ensure compliance with relevant laws and safeguard their own safety and health, as well as that of anyone who may be affected by their actions or omissions at work.
- Refrain from being under the influence of any intoxicating substances to the point where they pose a risk to themselves or others while on the job.
- Cooperate with their employer concerning safety, health, and welfare in the workplace.
- Refrain from engaging in any improper behaviour that could jeopardize their own or anyone else's safety or health.
- Participate in safety and health training provided by their employer.
- Make appropriate use of all machinery, tools, substances, etc., as well as any Personal Protective Equipment supplied for use at work.
- Report any flaws in the workplace, equipment, etc., that could pose a safety or health risk.
Communication and working relationships
- Internal Stakeholders: Collaborate with end users, IT teams (hosting, networking, cybersecurity, etc.), and business stakeholders.
- External Stakeholders: Engage with vendors and service providers for procurement and issue resolution.
Job Requirements
Education and Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- IT certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Foundation are desirable.
Knowledge and Skills:
- Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, and enterprise applications.
- Familiarity with ITIL service management frameworks and tools (e.g., ServiceNow, Jira).
- Proficiency in troubleshooting hardware (laptops, desktops, printers, mobile devices) and software.
- Knowledge of basic networking concepts (DNS, DHCP, VPN) and troubleshooting network equipment.
- Understanding of IT hosting, cybersecurity principles, and tools.
- Excellent problem-solving, communication, and customer service skills.
- Ability to work independently and as part of a team in a multinational, distributed environment.
- Willingness to travel to different office locations as required.
