Job Description

for EUC ConsultantPrimary PurposeThe EUC Consultant collaborates with teams, drives process improvements, and communicates effectively with stakeholders. Their expertise in desktop support and leadership skills contribute to the team\'s success in delivering high-quality service and identifying the opportunity to improve users\xe2\x80\x99 experience.You will also be the \xe2\x80\x9cgo-to\xe2\x80\x9d person in the team for a specific product, application or domain.Responsibilities\xc2\xb7 Mentor a team, providing guidance, support, and mentorship.\xc2\xb7 Serve as the primary point of contact for escalated service recovery issues and complex problem resolution.\xc2\xb7 Develop and maintain SOPs and documentation.\xc2\xb7 Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of support services with overall IT strategies and initiatives.\xc2\xb7 Monitor and report on Service Level Agreement related to desktop support service levels, team productivity, and customer satisfaction.\xc2\xb7 Conduct regular team meetings to communicate updates, provide training and knowledge sharing, and foster a positive team culture.\xc2\xb7 Participate in hiring and onboarding activities, including conducting interviews, and training new team members.\xc2\xb7 Evaluate team members\' performance, provide feedback, and support their professional development through coaching and training opportunities.\xc2\xb7 Stay up to date with industry trends, emerging technologies, and best practices in desktop support and service management.\xc2\xb7 Identify and evaluate processes or technological options for improving operations and customer experience and conduct needs assessments.\xc2\xb7 Align processes across all projects in the department.\xc2\xb7 Centralized governance based on best practices to influence and drive change across all operational stakeholders within the department.\xc2\xb7 Develop a delivery framework for end-to-end process improvements based on standard practices within contractual timeframes.\xc2\xb7 Generate actionable insights through data allowing for service improvement and operational efficiency.\xc2\xb7 Drive operational excellence to meet contractual service obligations and exceed customer expectations through implementing service improvement plans and training.\xc2\xb7 Perform change management initiatives by engaging multiple stakeholders, understanding operational requirements, and achieve operational objectives.\xc2\xb7 Plan and co lead in real time management to ensure optimal support to customers.\xc2\xb7 Negotiation skills and clear articulation when dealing with internal and external stakeholders and timely execution of improvement initiatives.\xc2\xb7 Administer performance management by diagnosing improvement opportunities, providing effective feedback and corrective action plan.\xc2\xb7 Min. ITE/Diploma graduate with 5 years\xe2\x80\x99 experience in desktop supportMin 5 years experience in Microsoft Windows 10 and Microsoft Office 365\xc2\xb7 possess at least one (1) of the following certifications or their equivalent:

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Administrator Associate; and
• Microsoft Certified: Azure Security Engineer Associate.

\xc2\xb7 Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages\xc2\xb7 Demonstrate knowledge in the support of workstations, and related components

ITCAN