End User Services Specialist

Responsibilities

• Support the day-to-day IT support for end users, ensuring incidents and service requests are resolved within agreed SLAs

• Troubleshoot and support laptops, mobile devices, operating systems, printers, peripherals and enterprise applications across Windows and macOS environments

• Support audio-visual equipment, video conferencing systems, meeting room technologies and hybrid workplace solutions

• Perform endpoint provisioning through zero touch, deployment, configuration, software installation and device lifecycle management

• Manage user onboarding, offboarding and device allocation

• Maintain accurate IT asset inventory records including hardware, software, warranty tracking and asset lifecycle management

• Utilize IT Service Management (ITSM) tools to manage incidents, service requests, problems and asset records while ensuring data accuracy and compliance

• Ensure compliance with enterprise IT governance, cybersecurity policies, endpoint security standards and regulatory requirements

• Create and maintain technical documentation, knowledge base articles, standard operating procedures and end-user guides

• Identify opportunities for process automation, service improvement and operational efficiency while contributing to digital workplace and technology enhancement initiatives

• Flexible to work in a rotational shift environment including weekends, public holidays and scheduled after-hours support, ensuring continuous service availability and operational excellence