Global IT End-User Support Specialist

Job Purpose:
The IT End-User Support Specialist plays a vital role in delivering day-to-day on-site operational IT support and remote assistance across all Lucy Companies. As the face of IT and the first point of physical contact at your location, you will be part of a collaborative team spanning nine countries worldwide, ensuring the seamless delivery of End User Computing (EUC) services that provide business value and enable users to fully leverage and exploit the tools and technologies available to them; including hardware, printers, operating systems, applications, and end-user devices. Success and value of this role is to continually enhance the end-user experience, the role is driven (and measured) by your ability to deliver prompt, high quality support that drives user satisfaction and contributes meaningful value to the business.

Business Overview:
Lucy Electric is an international leader in intelligent secondary power distribution products and solutions, with features such as remote operation and monitoring. Linking energy generation to consumption, the business specialises in high-performance medium and low-voltage switchgear for utility, industrial and commercial applications.

Job Context:
• Deliver assigned IT End-User Support activities and priorities, including incidents, service requests, changes, service improvements, and project-related tasks within agreed service levels and adhering to IT service management processes and standards.
• Provide enhanced and expedited support to VIPs and critical business users, ensuring minimal disruption to operations.
• Collaborate with global team members to provide and continuously improve all aspects of IT services and enhance the end-user experience. Build and maintain strong working relationships with colleagues to support high-quality service delivery.
• Be the hands-on assistant for the remote global IT teams, including infrastructure hardware troubleshooting, network patching and liaising with business leaders and users to ensure a smooth resolution. Ensure all IT equipment and areas are kept clean, organised, and compliant with health and safety standards. Coordinate with vendors for inspections and maintenance of all on-site hardware and printers. Perform user desk relocations as required.
• Partner with business users and leaders to exploit existing and new technology and drive opportunities for automation and digital transformation of key processes.
• Manage the deployment and handover of new or replacement hardware, ensuring users are equipped and informed on device usage and available support channels.
• Maintain the complete lifecycle of all IT assets for your location. Ensure all devices are accurately recorded in the Asset Management systems. Manage asset disposals, conduct regular audits and validation checks.
• Stay informed on release cycles for key applications and ensure compatibility within the existing IT environment. Package applications in Intune and create knowledge articles for users and internal service documents. Ensure all application licenses are correctly managed in the Asset management systems.
• Troubleshoot and resolve hardware and software issues, including performance monitoring and upgrades.
• Proactively identify and lead initiatives for continuous IT improvement, ensuring maximum value is delivered.
• Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.
• Create, maintain, and share user-facing and internal knowledge base articles and technical documentation.

Key Accountabilities:
• Strong technical knowledge of Microsoft 365, Windows OS, and end-user hardware.
• Use and understanding of IT tools and platforms including Active Directory, Azure AD, Exchange, Microsoft 365 and ServiceNow (or similar ITSM tools).
• Proven ability to troubleshoot and resolve a wide range of hardware and software issues across PCs, mobile devices, and other user technologies.
• Excellent communication skills, both written and verbal, with a friendly, professional and approachable manner.
• Strong customer service orientation with the ability to support users of varying technical proficiency.
• Pro-active and reactive, self-motivated individual, flexible, well-organised, with the ability to manage and prioritise multiple tasks effectively in a dynamic environment.
• Collaborative team player with a proactive and positive attitude.
• Demonstrated commitment to delivering a high-quality end-user experience.
• Analytical mindset with a problem-solving approach and a drive for innovation and improvement.

Qualifications, Knowledge, and Experience:

Minimum:
• Degree in an IT-related subject
• 3+ years’ experience in an IT End-User Service or Desktop Services role.
• ITIL3/ITIL4 Certification, or 2+ years’ equivalent experience in an IT Service Management
• An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS, AD), including administration and operation.
• Experience of Microsoft 365 Deployment and Operations
• An understanding of Microsoft Azure Cloud Eco Systems and Services
• Operational experience of ServiceNow or similar ITSM system with an understanding of Incident Management; Change Management; Request Fulfilment.
• Strong Verbal and written communication skills; Excellent problem-solving skills
• BYOD/MDM Deployment and Support
• An understanding of Information Security (InfoSec) and Cyber Security fundamentals

Desirable:
• Project management certification or experience of delivering projects
• Strong understanding cloud technology and their application in enterprise environment