Senior Engineer End User Computing

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Act as a point of escalation within the EUC for more complex or in-depth issues
• Perform the role of a Problem Analyst in the SES Problem Management process for problems requiring the analysis of the ServiceDesk
• Take on role of Incident Manager when required or directed by management
• Act as a point of contact between the EUC and the Digital Workplace team for in-depth understanding of SES computer deployment process for the purposes of troubleshooting or training of the End user Computing Team
• Train and mentor more junior EUC agents
• Provide first level Incident logging and resolution, or re-assignment to other teams
• Provide Service Request Fulfilment for IT Services
• Provide support for various technical areas like computers, computer peripherals, ...