End-User Computing (EUC) Frontline Support Engineer
- Act as the first point of contact for end-user support requests, managing incidents and service requests efficiently and to user satisfaction.
- Troubleshoot and resolve issues related to hardware, software, and peripherals, including laptops, desktops, mobile devices, and printers.
- Provide guidance and training to end-users on using IT systems and applications effectively.
- Assist project deployments with testing as required and support for validations and on site troubleshooting requirements.
- Install, configure, and maintain end-user devices, ensuring they meet the bank’s security and operational standards.
- Support and troubleshoot commonly used applications, including productivity tools, collaboration platforms, and banking-specific software.
- Manage device lifecycle processes, including procurement, deployment, and decommissioning.
- Log and track incidents and service requests in the ITSM tool, ensuring timely updates and resolution within SLAs.
- Escalate complex issues to the appropriate teams while maintaining ownership and communication with the end-user.
- Perform root cause analysis for recurring issues, recommending and implementing preventive measures.
- Collaborate with IT Operations, Network, and Information Security teams to address issues that impact end-user computing.
- Partner with vendors and service providers to resolve warranty or support-related hardware and software issues.
- Provide feedback to the EUC Lead on recurring issues and areas for improvement.
- Ensure compliance with security policies, including regular updates and patches for end-user devices.
- Support the implementation of IT policies and procedures for end-user environments.
- Maintain accurate documentation for configurations, troubleshooting guides, and user training materials.
- Experience in providing frontline IT support in a corporate environment.
- Strong knowledge of Windows, and mobile operating systems.
- Proficiency in troubleshooting hardware, software, and network connectivity issues.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira, Summit) and ticketing systems.
- Excellent communication and customer service skills.
- Highly organised with an eye for detail
- Self-motivated with a can-do attitude
- Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Foundation.
- Experience in the banking or financial services sector.
- Knowledge of collaboration tools such as Microsoft Teams and Zoom.
- Familiarity with remote support tools and techniques.
- Azure, Active Directory and Intune experience
- Competitive salary and company bonus
- Competitive holiday allowance plus bank holidays
- Option to purchase an additional 10 days holiday
- Pension contribution and life assurance
- Income protection scheme and season ticket loan
- Medical cover (after probation)
- Electric car scheme and money coach (after probation)
- Hybrid working pattern: 3 days in office & 2 WFH
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