The End User Services engineer is responsible for the Support, Maintenance and Configuration management of the end user environment.

The Engineer will address any calls logged by the Help Desk or Telephonic Critical calls and via our Global Incident management tool (dbunity).

Responsibilities

• Responsible for the L1 and L2 support for standard users for the site/region

• Ability to quickly diagnose all IT issues for End Users that have either booked an appointment or simply walked in

• Provide insightful advice, guidance and even tips and tricks to end users. Explain ways to avoid the issue from happening again in future

• Display excellent customer service skills, patience and empathy at all times

• Restore positive End User relationships with technical advice and timely repairs

• Take ownership of the issues and seeing them through to completion

• Provide dedicated training sessions on both new and existing technologies and promote new products and applications

• Understand support process (as per ITIL) and escalation procedures, become fully conversant with all support tools that will be used to provide effective support

• Manage incidents through to resolution keeping all stakeholders abreast of the situation and working to minimize impact wherever possible

• Conduct RCA of incidents and drive relevant feedback into Incident, Problem and Change management programs

• Monitoring the incidents and problems reported by the businesses and manage user escalations. Direct business escalations to appropriate resolver groups

• Reporting & escalating potential IT operational issues to the business to help minimize the impact and facilitate and ensure that various symptomatic IT issues of business are addressed at the right forums and brought to their logical conclusion

• Develop Key operational procedures and policies where necessary and ensure adherence to the all such defined policies

• Provide process improvement inputs to the various Tech support groups and ensure close coordination with various local and global EUC teams in delivering various services to the businesses including file/print services, on-boarding, network, voice, etc.

• Ensure proper management of IT assets at the site

• Support for VIP users

• Ensure adherence to the KOP for Standalone machines - Inventory & patchings

• Responsible for the inventory of IT Assets and also ensure IT disposal process being followed. Responsible for CMDB update, missing assets, reconciliations and Preserved assets

• Provide desktop support for regulatory systems and roll out of regulatory related IT changes

• Support user movements / IMAC

• Troubleshooting & providing support for Remote computing tools, printers, scanners iPhone, iPad & Android phones, email configuration etc

Skill Requirements

• Strong background in desktop support

• 6 to 9.5 years experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function

• Experience of end to end production support and good overview of production support

• Investment Banking Experience is preferable

• ITIL / best practice service context

• Good analytical and problem solving skills

• Ability to work in virtual teams and in matrix structures

• Working knowledge of incident tracking tools (i.e. ServiceNow etc.)

• Ability to work under pressure and to tight deadlines whilst maintaining close attention to detail

• Excellent verbal and written communication & interpersonal skills

• Technology Skills - Proven capabilities/ competencies in the Desktop Engineering area / End-user Technology stack, including Desktop Virtualization, Remote computing, Collaboration platforms, Print Services AV Services, Desktop video, IP telephony, Microsoft products etc.

Additional desirable skills:

• ITIL v3 Foundation certified

• Experience managing Service Desk / Customer support

• Experience running service improvement plan

• Experience running IT - end user, deployment projects

Language(s):

English (required)

German (required)

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