Role description
Role Summary:
We are looking for a proactive and skilled End User Services (EUS) Specialist to deliver high-quality, hands-on IT support to employees across the organization. This role involves managing the full lifecycle of end-user devices, handling incidents and service requests, driving continuous improvement, and collaborating with cross-functional IT teams to ensure technology runs smoothly and users remain productive. The ideal candidate will have a strong technical background, excellent customer service skills, and a passion for operational excellence.
Contract - 2 Months
Key Responsibilities:
End User Support & Hardware Lifecycle
- Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals.
- Manage IMACD (Install, Move, Add, Change, Dispose) processes and hardware lifecycle including procurement, provisioning, upgrades, and secure disposal.
- Maintain accurate asset inventory and compliance with hardware and software standards.
- Provide high-touch support to VIP users and operate on-site Tech Bars for walk-in IT support.
Incident, Service & Problem Management
- Respond to and resolve incidents, service requests, and access-related issues within SLA.
- Lead or support the resolution of critical (P1/P0) incidents and participate in root cause analysis and Problem Management processes.
- Collaborate with cross-functional teams on issue resolution, escalation, and documentation.
Software & Technology Integration
- Install, configure, and troubleshoot software applications including Microsoft 365, endpoint security tools, remote access (VPN), collaboration tools, and OS.
- Coordinate remediation for vulnerable software or misconfigured devices.
- Support network, infrastructure, and telecom services in coordination with respective teams.
- Deliver audio/video and hybrid meeting room support including Zoom, Microsoft Teams, Cisco Webex, etc.
Automation & CSI (Continual Service Improvement)
- Identify repetitive tasks and contribute to automation solutions to streamline support operations.
- Drive continuous improvement through service analysis, user feedback, and adoption of modern tools.
- Ensure proactive risk identification and mitigation as part of Operational Risk Management.
Service Management & Reporting
- Maintain and update the Knowledgebase (KB) and standard operating procedures (SOPs).
- Analyze Customer Satisfaction (CSAT) feedback and lead action planning for service enhancement.
- Participate in Capacity Management, asset utilization tracking, and operational audits.
- Generate and present regular Service Reports on performance, issues, and trends.
User Lifecycle & Access Support
- Handle onboarding/offboarding IT tasks including account provisioning and building access requests.
- Support compliance with identity management, security policies, and user provisioning guidelines.
Proactive User Engagement
- Conduct regular floor walks to offer in-person support and gather feedback.
- Operate Tech Bar/Walk-in Centers to provide real-time support and improve user satisfaction.
- Promote IT awareness and digital adoption among end users.
Qualifications & Skills:
- Bachelor’s degree in information technology, Computer Science, or related field.
- 3–5 years of experience in End User Computing, Desktop Support, or IT Helpdesk roles.
- Hands-on knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Intune/SCCM.
- Familiarity with ITSM tools like ServiceNow, Remedy, or similar platforms.
- Understanding of ITIL processes (Incident, Problem, Change, Knowledge, Capacity Management).
- Experience in A/V support, collaboration tools, endpoint security, and remote troubleshooting.
- Basic understanding of networking, infrastructure, and telecom concepts.
- Strong interpersonal and communication skills with a focus on user experience.
Preferred Certifications:
- ITIL Foundation
- Microsoft Certified: Modern Desktop Administrator Associate
- CompTIA A+ / Network+
- Any Automation/Scripting certifications (PowerShell, Python, etc.) is a plus
Work Environment:
- [Onsite / Partial Travel – depending on business requirements]
- May include shift rotation or on-call support.
Skills
Asset Management, Active Directory, Cloud Infrastructure, Customer Support, Endpoint Security
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
