EUC Team Member

About the job: Join the EUC Team as a key contributor, supporting End Users in a Client Environment based in Dubai, UAE. Your role involves daily incident resolution and request fulfillment aligned with the ITIL Framework, specifically focused on Laptop, Desktop, and VDI support. You will handle IMAC operations for Desktops, Laptops, Monitors, Printers, and other IT peripherals, facilitating necessary equipment transfers within the organization. As part of your responsibilities, you will also be expected to learn and adapt to new technologies as they arise, driven by business needs.

Location: Dubai, United Arab Emirates

Role Responsibilities:

• Provide support to End Users in a Client Environment as part of the EUC Team.
• Align work with operational and project objectives, measured against SLAs, CSFs & KPIs.
• Manage Day-to-Day Incident Resolution & Request Fulfilment in accordance with ITIL Framework for End User Support (Laptop / Desktop / VDI).
• Execute IMAC (Install, Move, Add, Change) operations for IT equipment as required across locations.
• Adapt quickly to new technologies dictated by business requirements.

Requirements:

• Proven experience in End User Computing / IT Support.
• Strong understanding of Desktop / Laptop Hardware and the Imaging and OS Reinstall process.
• Excellent troubleshooting skills in Windows, Office, COTS, and End User Hardware Support.
• Familiarity with the ITIL Framework and proficiency in ITSM Tools, such as Service Now or Remedy.
• Strong communication skills in English (both written and spoken).
• Ability to perform physical tasks related to office requirements, including moving systems and IT equipment.
• Willingness to work rotational shifts.
• Experience in Network / Data Centre Smart Hands activities is a plus.
• Willingness to travel, including overnight domestic trips, may be necessary.

Workplace type: Flexible